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Practical guide · Service desk managers, IT operations leaders.

Hiring Helpdesk and Service Desk Analysts: Test How They Handle a Real Issue

By ANZ Talent Hub · Published 13 October 2026 · Updated 13 October 2026

The short answer: Combine a troubleshooting scenario with a customer-service scenario. Great support requires structured diagnosis, security awareness, accurate ticket handling and calm communication—not just familiarity with Windows and Microsoft 365.

Level 1 and Level 2 mean different things across organisations. In one team, Level 1 handles basic incidents and requests. Elsewhere it may own a broad range of cloud application, identity and device tasks. Set out your actual support model.

Map the support environment

Define ticket channels, shift hours, remote and on-site work, enterprise applications, device estate and escalation routes. State which tools matter: Microsoft 365, Entra ID, Active Directory, Intune, ServiceNow or another ITSM system.

Run a two-part scenario

First, a user cannot access Microsoft 365. What does the candidate check? A sound approach clarifies symptoms and scope, considers identity and service status, follows authentication/security practices and records the resolution.

Second, a senior manager reports a recurring issue while other high-priority tickets arrive. Ask how the candidate prioritises, communicates and escalates. Look for calm ownership without bypassing procedures.

Distinguish support levels

Level 1 may be accountable for quick triage and effective escalation; Level 2 typically requires deeper investigation of applications, systems or devices. Do not make an L1 role carry L3 engineering expectations without appropriate scope and remuneration.

Evaluate evidence, not ticket volume alone

High throughput does not necessarily mean effective support. Consider ticket quality, customer communication, appropriate escalation and reduction of repeat problems.

Interview prompts

  • Tell us about a fault you initially misdiagnosed and what you learned.
  • How do you respond when a user wants you to bypass security controls?
  • What information belongs in a useful incident ticket?
  • When should one ticket become a wider incident?

Need IT support capacity or a specialist team member? Discuss your location, coverage and technical environment with ANZ Talent Hub: https://www.anztalenthub.com/contact

Explore the relevant ANZ Talent Hub service or contact our Auckland team.