got to the second interview.....need help

[Stevo]

I had a Job interview on Monday and now I have been called back for
a second interview. The job title is Service desk Technician and the Job is based with the Education department. The company uses the ITIL framework.

Job duties are

* Receiving calls, first-line customer liaison
* Recording and tracking incidents and complaints
* Keeping customers informed on request status and progress
* Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
* Monitoring and escalation procedures relative to the appropriate SLAs
* Identifying problems
* Closing incidents and confirmation with the customers
* Coordinating second-line and third line support

I am going to be interviewed by the bosses and they are going to
drill me and give me some scenarios and see what I would do to deal
with them.
As I know some of you people are doing the same sort of job I was wondering
what sort of scenarios I should expect.

Any help would be greatly appreciated as I like to prepare as much as I can.

Cheers

[nyarla]

i dunno anything about all that, but..good luck dude!

[TFO]

As I know some of you people are doing the same sort of job I was wondering
what sort of scenarios I should expect.

I'm not in the same line of business, but I would imagine the scenarios would include Technophobe Gimps and Irate Bastards

Good luck with it Stevo!

[sack]

The kind of ones I've had:

- an irate and unreasonable bastard with no knowledge whatsoever
- a more placid user who still knows nothing
- someone high up in the company (manager, etc.) who 'doesn't have the time' to cooperate
- The person 'whose mate is a microsoft expert' and needs setting straight in the nicest way possible

and on the odd occasion a simple and straightforward problem that can be resolved very quickly with even the smallest hint of common sense

[Stevo]

Cheers sack

[TwistedScrote]

Sorry cant give any tips on this... But did wanna say good luck and fingers crossed for ya stevo!

[isomies]

It'll probably be a few impossible to deal with scenarios.

Try to think through your answer, don't worry about taking a little time to come up with something. They may well be looking for an ability to refer problems upwards in the food chain, if you don't know what you would do, say something like "I would ask my line manager for advice" that'll get you some points.

You could also try to show that you will be resourceful in finding solutions, use any procedures they may have for troubleshooting (investigation --> analysis --> replication of the issue --> research etc) A good question to ask them is if they have such a procedure defined and in place.

And good luck!

[Stevo]

Cheer for that.........
I am heading off for the interview now.....

I will let you all know what happened

[Stevo]

Back from the Interview..........

And I think it went very well indeed....
I will find out in the next few days

[SimonB]

Toes crossed.