IT Support Interview Guide:
Candidate:
Skills assessment score (%):
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low - Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
Competency / Skill |
Candidate with this will display |
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IT Support |
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Questions |
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What operating systems have you worked with before or are you comfortable in working with?
What are some of the trends you’re seeing in the industry?
How do you stay updated with advancements in the industry? |
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Comments:
Competency / Skill |
Candidate with this will display |
Low |
Medium |
High |
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Customer Service |
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Questions |
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Explain a time where you have had to troubleshoot for someone that was angry and blaming you for their IT issues. How did you handle this?
What’s your favourite aspect of IT Support?
How do you maintain customer service in high pressure environments? |
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Comments:
Competency / Skill |
Candidate with this will display |
Low |
Medium |
High |
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Hardware and Software |
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Questions |
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What are some questions you would use to identify a user's problem?
Describe a situation where you have had to help a customer with a hardware problem.
Describe a situation where you have had to help a customer with a software problem.
What was the most complex issue you’ve had to resolve? |
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Comments:
Competency / Skill |
Candidate with this will display |
Low |
Medium |
High |
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Communication Skills |
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Questions |
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How would you explain a technical term to a non-technical person?
How do you update users on problems/solutions?
Describe a time where you have failed to provide clear communication. What was the situation and how did you rectify this? |
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Comments: