Helpdesk Questions

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8/13/2019 Helpdesk Questions http://slidepdf.com/reader/full/helpdesk-questions 1/21 Entry-Level and Help Desk Positions Have you ever been responsible for maintaining a network setting? What was the base size, and expectations? Describe your I trouble shooting procedure? What programs have you used to log and date calls? Describe you experience in! firewalls, spy ware detection and virus ware implementation" Describe your knowledge in! #$ hardware and operating systems" How would you handle the %I can&t log in' call? (irst I would ask the caller to verify that he has the correct user name and domain" hen I would ask the caller to check if the %caps lock' key was enabled" If that doesn&t resolve the issue I would continue by asking the caller to check the physical connections such as )thernet"  he importance of this *uestion is to make sure the candidate covers the basics and doesn&t +ump to conclusions without first troubleshooting the basics" Describe how a substitute any technology here such as W)#, -./, etc"0 works? W)# is a means of securing access to a wireless network and is usually established by a network administrator" W)# keys include a series of hexadecimal digits the keys must match between devices in order for them to communicate" 1ost applicants think this is a technical proficiency *uestion2 however, it&s really a *uestion aimed at evaluating communication skills" While candidates should be familiar with most popular acronyms they may ask you to explain first, which is fine, as long as they can articulate the answer" In your professional career, what was the most difficult thing you had to do? Working weekends" 3ad answer4440  he answer could focus on a specific situation such as making a decision to leave a +ob" It may also describe a specific I help desk incident such as challenging conventional wisdom to come up with what turned out to be the right solution based on thorough research of the problem" In any case you&re looking for how the candidate adapted to change" What kinds of people do you currently work with on the I help desk? I work on the incident management team, and we often collaborate with problem managers and operations teams" Here you&re looking for answers that reveal how well a candidate works with others" Does the candidate&s answer focus on specific roles or does it mention personality or behavioral characteristics" Does the
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    Entry-Level and Help Desk Positions

    Have you ever been responsible for maintaining a network setting?

    What was the base size, and expectations?Describe your I trouble shooting procedure?What programs have you used to log and date calls?Describe you experience in! firewalls, spy ware detection and virusware implementation"Describe your knowledge in! #$ hardware and operating systems"

    How would you handle the %I can&t log in' call?(irst I would ask the caller to verify that he has the correct user nameand domain" hen I would ask the caller to check if the %caps lock' keywas enabled" If that doesn&t resolve the issue I would continue by

    asking the caller to check the physical connections such as )thernet"he importance of this *uestion is to make sure the candidate coversthe basics and doesn&t +ump to conclusions without firsttroubleshooting the basics"Describe how a substitute any technology here such as W)#, -./,etc"0 works?W)# is a means of securing access to a wireless network and is usuallyestablished by a network administrator" W)# keys include a series ofhexadecimal digits the keys must match between devices in order forthem to communicate"1ost applicants think this is a technical proficiency *uestion2 however,

    it&s really a *uestion aimed at evaluating communication skills" Whilecandidates should be familiar with most popular acronyms they mayask you to explain first, which is fine, as long as they can articulate theanswer"In your professional career, what was the most difficult thing you hadto do?Working weekends" 3ad answer4440he answer could focus on a specific situation such as making adecision to leave a +ob" It may also describe a specific I help deskincident such as challenging conventional wisdom to come up withwhat turned out to be the right solution based on thorough research of

    the problem" In any case you&re looking for how the candidate adaptedto change"What kinds of people do you currently work with on the I help desk?I work on the incident management team, and we often collaboratewith problem managers and operations teams"Here you&re looking for answers that reveal how well a candidate workswith others" Does the candidate&s answer focus on specific roles ordoes it mention personality or behavioral characteristics" Does the

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    candidate speak in terms of teamwork such as %our team includes " " "'or %I work with a team of " " "'What do you do to stay current on I help desk good practices?I subscribe to 5upportWorld 1agazineand am a member of HDI"he answer should go beyond attending whatever courses the

    company provides" 6ou&re looking for a self7starter who seeksinformation" he candidate should subscribe to industry +ournals orseek training and certification courses outside of the company&s on7the7+ob training program"ell me about a situation when the caller didn&t understand what youwere explaining" Whatdid you do?I rephrased the *uestion to see if the misunderstanding was my ownmiscommunication" When that didn&t work, I asked the caller a seriesof *uestions, paraphrasing the caller&s answers to make sure that Ithoroughly understood"he key here is to ascertain the candidate&s communications and

    customer service capability" Does the candidate really try to see thecaller&s perspective? Is the candidate flexible and8or creative in findingways to articulate the action?ell me about an issue that you couldn&t initially resolve" What did youdo?I was working with an irate customer who grew impatient with my*uestions" 5o although I knew I would eventually be able to help thecaller, I asked the caller if he would prefer that another associatehandle the incident"In this *uestion, you&re really looking for a candidate who showsingenuity and customer focus" Did the candidate leverage available

    tools such as the knowledge base or #erformance 1anagementDatabase #1D30? In the answer above, the candidate put thecustomer first by giving the caller an option that perhaps woulduncover an underlying issue of the caller simply wanted to talk tosomeone else" he next step would be for the interviewer to ask whythe caller grew impatient"ell me how you have dealt with a hostile caller" What was theoutcome?his help desk interview *uestion re*uires you to show how you canhandle negative and stressful situations" 6our answer should show apatient and positive attitude when challenging situations occur and

    that you do not allow your personal ego to get in the way of helpingthe caller" Describe the coping techni*ues you use to keep calm understress"echnical proficiency is not enough to determine a good I help deskcandidate" . promising candidate must possess effective problemsolving skills, the ability to prioritize and adapt to changing priorities,customer focus and above all, excellent communication skills

    http://www.thinkhdi.com/topics/library/supportworld.aspxhttp://www.thinkhdi.com/http://www.nimsoft.com/solutions/nimsoft-unified-manager/unified-architecture#pmdbhttp://www.nimsoft.com/solutions/nimsoft-unified-manager/unified-architecture#pmdbhttp://www.thinkhdi.com/topics/library/supportworld.aspxhttp://www.thinkhdi.com/http://www.nimsoft.com/solutions/nimsoft-unified-manager/unified-architecture#pmdbhttp://www.nimsoft.com/solutions/nimsoft-unified-manager/unified-architecture#pmdb
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    hese *uestions are mostly for Help Desk positions but I wouldn&t besurprised if an entry7level candidate was asked any one of these*uestions" If you don&t know the answer, find it, memorize it and then

    practice explaining it in your own words"9" What is .ctive Directory? :::" o create a new user account;sing the Windows interface;sing a command line;sing a command line

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    /ow, expand your domain name on the left side, and go to the bottomwhere it says C;sersC"

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    .fter clicking C/extC you are presented with the password7settingsscreen" 6ou can set the users password and then have them change iton their first log7on by selecting C;ser must change password at nextlogonC" 3ut in this tutorial, I will set it as their password, and not allowthem to ever change it without asking me the administrator0 tochange it for them

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    In the next dialog, we get a summary of the user to be created" $lickC(inishC and the user has been created

    777 How to install Window active directory :".ctive Directory is a directory" It is a directory in both the common useof the term like a white pages you can add in a person&s first name,last name, phone number, address, email address, etc0 and a directory

    of information for use by applications and services such as 1icrosoft)xchange for email0" .D is functionally a place to store informationabout people, things computers, printers, etc0, applications, domains,services, security access permissions, and more" .pplications andservices then use the directory to perform a function"(or example, 1icrosoft Windows uses .ctive Directory information toallow a user to login to their computer and provide access to thesecurity rights assigned in .ctive Directory" Windows is accessing thedirectory and then providing rights based on what it finds" If a useraccount is disabled in .ctive Directory, the directory itself is +ustsetting a flag which Windows uses to disallow a user from logging in""

    .ctive Directory is based loosely on -D.# E -ightweight Directory

    .ccess #rotocol

    .t the top of the .ctive Directory structure is a forest" . forest holds allof the ob+ects, organizational units, domains, and attributes in itshierarchy" ;nder a forest are one or more trees which hold domains,

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    $reating

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    environment"

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    6ou must have the following information!6our domain name approved by Internic0"he I# address and host name of each server that you want to providename resolution for"

    /ote! he servers may be your mail servers, public access servers, (#servers, WWW servers, and others"

    3efore you configure your computer as a D/5, verify that the followingconditions are true!6our operating system is configured correctly" In the Windows 5erverNPP9 family, the D/5 service depends on the correct configuration ofthe operating system and its services, such as $#8I#" If you have anew installation of a Windows 5erver NPP9 operating system, then youcan use the default service settings" 6ou do not have to take additionalaction"

    6ou have allocated all the available disk space".ll the existing disk volumes use the /(5 file system" (.9N volumesare not secure, and they do not support file and folder compression,disk *uotas, file encryption, or individual file permissionsInstall D/5

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    obtain its I# address automatically, the $onfiguring $omponents pageof the Windows $omponents Wizard prompts you to configure thisserver with a static I# address" o do so!In the -ocal .rea $onnection #roperties dialog box, click Internet#rotocol $#8I#0, and then click #roperties"

    In the Internet #rotocols $#8I#0 #roperties dialog box, click ;se thefollowing I# address, and then type the static I# address, subnet mask,and default gateway for this server"In #referred D/5, type the I# address of this server"In .lternate D/5, type the I# address of another internal D/5 server, orleave this box blank"When you finish setting up the static addresses for your D/5, click

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    name""" you register it with one company, and their D/5 server thenpasses the information on to the millions of other D/5 servers all overthe world"F0 6our computer asks your I5#s D/5 server for the addresscorresponding to www"yahoo"com"

    N0 6our I5#s D/5 server checks its cache to see if it knows thataddress" Its boring if we assume it already knows it, so lets assume itdoesnt"0

    90 he I5#s D/5 server asks a root nameserver the address forwww"yahoo"com"

    K0 he root nameserver has no idea its not its +ob to hold yahoosinternal details0" 3ut it does know the nameservers for com" 5o it saysCI dont know, but I do know the nameservers for com"

    L0 6our I5#s nameserver contacts one of the nameservers for com andasks it for www"yahoo"com"

    M0 he nameservers for com, of course, dont know" Its not their +ob tohold yahoos internal details either" 3ut they do know the nameserversfor yahoo"com, so they report these to your I5#s name server"

    O0 6our I5#s nameserver contacts one of the nameservers foryahoo"com and asks it for www"yahoo"coms address"

    S0 5ince it AisA their +ob to hold this detail, they report it to your I5#s

    nameserver"

    T0 6our I5#s nameserver stores these results to save work onsubse*uent *ueries and returns the result to your browser"

    FP0 6our browser now knows what address to use to reachwww"yahoo"com"NP" What is the purpose of #?irtual backup router to increase efficiency and backup if somethinggoes wrong"5ystem .dministration #osition

    Here are a few more *uestions that are a little bit more difficult"5ystem .dmins should know all these answers by heart in addition tothe /etwork .dministrator *uestions"9F" What is the subnet for a class $ network? NLL"NLL"NLL"P 8 NK9N" Have you configured a /I5 server8client before? If so, describe whatyou did"99" Have your configured a /(5 server?9K" What are .ID F and .ID L?

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    9L" What are the re*uired components of Windows 5erver NPP9 forinstalling )xchange NPP9?)xchange 5erver&s primary role is to store e7mail but it can also storecalendars, contacts, schedules, etco properly set up D/5, you need to define an 1U 1ail eUchange0

    record in D/5 with the external I# address of the )xchange server onwhich you will be running the 51# service" he D/5 server with the1U record must be accessible to anyone who wishes to send you amessage" (or smaller organizations, D/5 services are generally housedexternally, so you will need to contact your I5# or other provider whohosts your D/5 in order to make this change"

    #ut cd , do next next

    (igure $

    his screen is used to select the type of installation desired"

    .t the top level of every )xchange server environment is anorganization that must be named" he default name of (irst

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    Cslowe"com,C so I will name my )xchange organization CsloweC see(igure D0"

    (igure D

    6ou should rename the organization to reflect your company ordomain name"

    he next step asks whether or not you agree to be bound by)xchange&s per seat licensing model" I recommend that you choose toagree if you wish to continue with the installation" 6ou will then see ascreen that provides an overview of the selections that were made inthe wizard see (igure )0" $lick /ext to continue"

    (igure )

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    his screen provides an overview of the selections made in thewizard"

    .t this point, the installer does its duty and installs )xchange, andshows you the progress see (igure (0" he installation takes *uitesome time as the .ctive Directory schema is updated before the)xchange components are installed"

    (igure (

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    his screen tracks the progress of the installation as schemas areupdated and components are installed"

    )xchange 5erver NPP9 is now installed and running" However, this isonly the beginning of the setup process"

    1anaging )xchange NPP9.fter )xchange is installed, you will notice that user accounts nowhave mailboxes associated with them in .ctive Directory ;sers and$omputers, as shown in (igure V"

    (igure V

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    1ailboxes are now associated with user accounts"

    he new featuresIn addition, a number of new features are available upon initialinstallation, including

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    ;se this screen to set up new features"

    In (igure H, you may notice that there are three new services availableon the user profileWireless 3rowse, ;ser Initiated 5ynchronization,and .lways ;p7to7date /otifications" hese are part of the new mobilityfeatures, which have undergone extensive improvements in thisversion of )xchange, and all of the various mobility services areinstalled by default when you install )xchange NPP9"

    he )xchange 5ystem 1anager

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    he )xchange 5ystem 1anager is key to maintaining your

    )xchange server"

    Xueue maintenance

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    he Xueues option helps admins with *ueue maintenance"

    ;sing )xchange! he client perspectivehere are a lot of ways in which you can handle the client side of)xchange, but the full

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