It Help Dek Interview

The following interview was done over phone. I interviewed IT department manager, AW (her initials). The manager works at corporate office for the company that I work for. She is a mid level manager. The taget position interview for is an IT help desk staff. There seem to be d emand for IT help desk staff but there seems to be ssome difficulty in finding an experienced IT help desk, since experience is preffered. Her responses are in black ink.

What level recruiter are you (Operational, middle of high level management)?

Middle level.

What is the position that you are hiring for ?

Help Desk Support Technician.

How would you describe this position?

Level 1 - IT position.

First point of contact for users having technology issues.

Are there any other names for this position?

Service Desk Technician

IS or IT Support Technician

What is the organizational position of an IT help desk ?

Usually a non-management support position. This can vary greatly depending on the size of organization and the responsibilities afforded to it.

What are the job responsibilities of an IT help desk?

To answer all users inquiries/requests in a professional and timely manner.

To triage and resolve technology issues and escalate those that are above the level of the tech.

To maintain the integrity and security of the companies technology infrastructure.

What educational Skills are required