The interviewer is asking this question to determine how the candidate will approach the management of the IT helpdesk. There can be a number of correct responses to this question, but the interviewer will want a thoughtful, analytical response that includes information on how the candidate can use their knowledge and skills to improve helpdesk operations and to use information collected through helpdesk inquiries to improve operations at U-Haul. If not efficiently managed, IT helpdesk responsibilities can not only overburden IT staff but can also negatively impact the productivity of other staff in a significant way. The interviewer will want to see that the candidate understands the importance of an efficiently run IT helpdesk and the strategies they use to ensure its efficiency. Many times, software and helpdesk management systems are used by companies to manage inquiries and tickets, so a response that includes such a system as a solution is appropriate.
"When I first started my current job as IT systems manager, the helpdesk staff was using a manual system to track inquiries and tickets, and when I discovered this, one of my first priorities was to create a more efficient system. It was important for me to change the way the helpdesk was being managed because from my first day on the job, I was getting complaints from staff members about tickets not being followed upon and software and equipment consistently breaking down. After researching multiple solutions on how to improve helpdesk operations, I decided the best solution for my company was to procure a helpdesk management system. Through this system, we now have access to an electronic ticketing system, communication tracking system, and custom analytics system, among other features. This system has allowed the team to improve helpdesk operations as they are now able to easily track inquiries and tickets, escalate issues, and they receive notifications if an outstanding issue has gone unaddressed. This is just one example of how I was able to improve efficiencies of my current helpdesk operations, and I will be able to use my systems management skills to ensure the helpdesk at U-Haul is efficiently managed as well."
"A lot of IT systems managers sometimes forget how important helpdesk operations can be, especially if it is perceived that the helpdesk is running efficiently. However, I consistently analyze data from the inquiries and tickets received by the helpdesk at my company, to see if there are any patterns or common issues in the equipment or software that the company is using. Sometimes the helpdesk staff is so busy, they do not realize how many tickets they receive on one particular issue, but by conducting additional analytics I am able to identify opportunities for improvements in our overall company operations. For example, through my recent analytics, I was able to find a common issue with network printer connections failing, and after I identified this issue, I corrected the overarching problem, and the number of tickets we are receiving for the issue has reduced by 90%."