1. Can you tell us about your previous experience in a service desk or IT support role? What were your main responsibilities? Can you tell us about your previous experience in a service desk or IT support role? What were your main responsibilities?
2. What experience do you have working within an NHS environment, or with healthcare IT systems? What experience do you have working within an NHS environment, or with healthcare IT systems?
3. How do you keep your IT knowledge up to date? What resources do you use? How do you keep your IT knowledge up to date? What resources do you use?
4. Can you explain what ITIL is and why it is important for a Service Desk role? Can you explain what ITIL is and why it is important for a Service Desk role?
5. Describe an example of a complex IT issue you successfully resolved. How did you approach it? Describe an example of a complex IT issue you successfully resolved. How did you approach it?
6. What tools or software have you used in previous roles to manage service desk support requests? What tools or software have you used in previous roles to manage service desk support requests?
7. Can you provide an instance where you dealt with a difficult customer? How did you handle the situation? Can you provide an instance where you dealt with a difficult customer? How did you handle the situation?
8. How do you ensure effective communication with users who may not have a strong background in IT? How do you ensure effective communication with users who may not have a strong background in IT?
9. In your opinion, what qualities are essential for providing excellent customer service in a service desk environment? In your opinion, what qualities are essential for providing excellent customer service in a service desk environment?
10. How would you prioritise multiple IT issues or requests that come in simultaneously? How would you prioritise multiple IT issues or requests that come in simultaneously?
11. Can you describe a time when you had to work under pressure? How did you manage your workload? Can you describe a time when you had to work under pressure? How did you manage your workload?
12. Describe your experience working in a team. How do you contribute to a positive team environment? Describe your experience working in a team. How do you contribute to a positive team environment?
13. How would you support the Service Desk Manager and Senior Service Desk Analyst in their tasks? How would you support the Service Desk Manager and Senior Service Desk Analyst in their tasks?
14. What steps would you take if you didn’t know the answer to a technical issue at first? What steps would you take if you didn’t know the answer to a technical issue at first?
15. How familiar are you with NHS processes and systems, and how do they impact your work as a Service Desk Analyst? How familiar are you with NHS processes and systems, and how do they impact your work as a Service Desk Analyst?
16. What motivates you to work in IT support, particularly in the healthcare sector? What motivates you to work in IT support, particularly in the healthcare sector?
17. Where do you see yourself in your career over the next few years, and how does this role align with your aspirations? Where do you see yourself in your career over the next few years, and how does this role align with your aspirations?
18. What do you believe are the key challenges faced by a Service Desk team within an NHS Trust? What do you believe are the key challenges faced by a Service Desk team within an NHS Trust?
You can answer as many of these questions as you want.
Good luck!
