IT Support Mock Interview
Master 25 IT Support interview questions covering troubleshooting, customer service, and technical scenarios.
Question 15 of 25
How long does it typically take you to resolve a common IT support ticket?
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William Swansen has worked in the employment assistance realm since 2007. He is an author, job search strategist, and career advisor who helps individuals worldwide and in various professions to find their ideal careers.
One of the key metrics used to evaluate an IT support specialist's performance is the average time it takes to resolve a trouble ticket. This indicates the support specialist's efficiency and can be used to measure the average downtime users experience when they encounter an issue with their computer system. Both of these are important measurements of the organization's productivity. Since this is how you were evaluated in your previous positions, you should have an accurate time available and be able to comment about what impacts the time needed to resolve IT support issues.
William Swansen has worked in the employment assistance realm since 2007. He is an author, job search strategist, and career advisor who helps individuals worldwide and in various professions to find their ideal careers.
"My average time to resolve trouble tickets in my last organization was 12 minutes. The minimum time was three minutes, while some issues required well over an hour. In that organization, if we determined that an issue was going to take a great deal of time and outside resources, we would escalate it to second or third-tier support specialists who could fully own the issue and take unlimited time to resolve it."
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