Question

During an interview for a help desk position, directed questions are often used to find out whether an applicant has specific educational or work experience. What is the purpose of using directed questions in an interview for a help desk position?

1) To assess the applicant's problem-solving skills
2) To evaluate the applicant's technical knowledge
3) To determine the applicant's communication skills
4) To gauge the applicant's customer service experience

Answer 1

Directed questions in a help desk interview are used to evaluate technical knowledge, problem-solving skills, and customer service experience through targeted inquiries that assess specific skills relevant to the position.

Step-by-step explanation:

The purpose of using directed questions in an interview for a help desk position is primarily to evaluate the applicant's technical knowledge and their ability to apply it in problem-solving scenarios characteristic of help desk roles. Directed questions are designed to probe specific areas of an applicant's expertise and experience, helping the interviewer understand if the candidate possesses the necessary skills to fulfill the job responsibilities efficiently. Furthermore, directed questions may also assess an applicant's communication skills and customer service experience, as these are critical components for a role that often requires interaction with users to resolve technical issues.

For example, a directed question could be "Can you describe a situation where you had to troubleshoot a complex technical problem for a customer?" The criteria for rating the applicant's answer would include demonstration of technical troubleshooting ability, clarity in communication, and evidence of customer service proficiency.