Preview Questions Helpdesk Coordinator | Role Specific Skill

Question 1: How would you ensure that a ticket is not closed prematurely in a marketing department's ticketing system?

Which action should you take?

Choose only one option

Close tickets based on agent feedback, regardless of resolution

Close tickets as soon as they are assigned to an agent

Set up conditional rules to ensure resolution steps are followed

Close tickets after a set time period, regardless of progress

Question 2: What's the best method to allocate time for addressing recurring IT issues in a helpdesk role?

Which action should you take?

Choose only one option

By resolving all tickets at once without categorizing recurring issues

By ignoring recurring issues until they become critical

By scheduling recurring tasks in advance to avoid disruptions during peak hours

By leaving recurring issues unresolved until all other tickets are closed

Question 3: What is the first thing you should do when troubleshooting a printer that is not printing?

Which action should you take?

Choose only one option

Immediately send a replacement printer to the employee

Reinstall the printer driver and check for software updates

Check if the printer is online, connected to the correct network, and has paper and ink

Try restarting the printer and rebooting the computer

Question 4: When resolving an issue, how do you ensure that the client feels heard and valued during communication?

Which action should you take?

Choose only one option

Acknowledge their concerns and express empathy before offering a solution

Tell them the solution is final without asking for any feedback

Provide a generic resolution without focusing on the client's perspective

Provide the solution first and then acknowledge their concerns

Question 5: How would you handle a situation where the customer is asking for an unreasonable technical solution?

Which action should you take?

Choose only one option

By telling them that their request cannot be fulfilled without providing alternatives

By agreeing to their demands to avoid further escalation

By politely explaining the limitations and offering an alternative that meets their needs

By ignoring their request and closing the ticket immediately

Question 6: What is the role of automation in a ticketing system for helpdesk efficiency?

Which action should you take?

Choose only one option

Automating ticket creation to increase the volume of tickets processed

Automating ticket routing, status updates, and resolution steps to reduce manual effort

Automating responses to all tickets regardless of their nature

Automating the resolution process for every ticket without reviewing them