Interview for a job, lolwut?

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Hmm so I decided to apply for a couple of jobs online, not thinking i would get an interview as i wrote approx two lines for a covering letter, next thing i know i've got someone on the phone giveing me a job interview....

So heres my problem, i have no idea were there from, and if they told me i've forgot/didn't listen.

Anyways she said the interview will last around 45 minutes, might have some technical questions in.

The role is for a 1st line technical analyst - What should i expect to know? I didn't lie on my CV of course but how would i create a good impact for this interview, cheers.


P.s i typed this to fast idc about spelling etc etc etc!

more p.s i shall use googgle too.

 

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Make sure it's not a TP..

 

i'll find out, i don't think it is, but you never know!

 

Anything related to the position. Since each company's 1st line technical analysts will be expected to do different things, there's no way we're going to know what they expect (unless, of course, one of us is the interviewer for that company ).

Hopefully not during the interview!

 

Hmm! Now i'm scared as i've just researched the types of questions, dam theres like a 100! I have no idea how i would answer them, and Oo theres an idea Michael! ;) 120WPM!

I have information,

Key Purpose of the Role
To log incidents and Rate Book changes received via phone, e-mail or through pro-active system monitoring. To interpret customers requests for service (using their knowledge of the customers’ business capabilities and Rate Book) and technically diagnose faults and where possible ensure a prompt restoration of service or arrange for the relevant specialists to address and resolve incidents.
To monitor and manage incidents and Rate Book changes in line with SLA targets through to resolution.

Monitor and answer inbound queues and telephone contacts within agreed targets (90% answered within 30 seconds) and respond accurately and as agreed with the customer first time.
Manage, meet and maintain service levels, (% of Calls Answered and First Time Resolution) where appropriate seeking input from other teams or team members
Register, deliver and manage customer Rate Book changes in line with service levels
Complete Fault Management using own skills, knowledge and understanding of customer’s business / systems including undertaking escalation where appropriate to the necessary level within BT for both action and information in order to achieve the agreed response times.
Ensure that we utilise all available diagnostic tools when managing the initial fault report
To monitor, manage and maintain service levels ensuring incidents and Rate Book changes are progressed and closed within target SLA’s
Escalate incidents and Rate Book requests to appropriate parties, where appropriate to maintain service to customer
Proactively ensure customers are kept up to date with the progress of their incident or Rate Book change
Deliver a high level of service to bespoke Tier 5 customers ensuring their complex and Rate Book requests are interpreted and progressed appropriately.
Keep up to date with all changes in customer’s systems to enable understanding and diagnosis of the customer’s fault / requirements to ensure point of call resolution is achievable.
Work with the established Incident recording software to record, update and manage incidents and meet SLAs.
Carry out housekeeping tasks, monitoring, checking and dispensing fixes for known issues including Password resets, new users etc
Work as part of the shift pattern in the service desk.
Actively seek to improve and grow own skill and knowledge base in appropriate areas.
Knowledge and experience of Incident and Problem management disciplines - particularly as part of an ITIL environment.
Suggest service improvements in process
Adherence to project / client specific local work instructions
Familiarisation with emergency release management process, incident management, capacity management, service continuity management, PINCS, service level management, configuration management and change management processes
Conformance to LD&R contract exit criteria.

I really do dislike the whole 'lets try and be really nerdy and word it so it sounds fantasticly difficult, anyways i would appriciate some replys!

If you guys need anymore information please let me know, i hope i've provided with enough information to get some good answers.

 

If you have no idea how you would answer them, perhaps you're not the best candidate for the position. That said, it's worth trying.

Again, there's still no way to know for certain what is important to them. But if I were interviewing you, based on the job criteria above, I might ask you the following questions:

How would you look up a user's password? (hint - you wouldn't... not a Windows domain password, anyway).
How would you reset a user's password?
What things would you do if a new user needed to be set up?
How would you handle an irate caller?
Describe what you know about problem/process/change/service level management.
A user says that they cannot access the network. What troubleshooting method would you follow, and what tools would you use?

...and that's just the technical questions. I'd also ask you the standard slew of regular interview questions as well.

 

Ahh thanks, i'll go research some more.