Interview Guides
1. Company Profile of Stefanini
Stefanini has been serving customers for over 26 years across 30 countries and 6 continents.
With the endorsement of our 500+ clients around the world, we are committed to always bringing
excellence and innovation to our clients. Clients benefit from Stefanini’s financial stability, sustained
year-over-year growth, and zero net debt. The corporate global headquarters is located in Sao
Paulo, Brazil with European headquarters in Brussels and North American headquarters in
metropolitan Detroit.
Considered one of the most innovative Brazilian providers of technology solutions, Stefanini is
recognized as a Top 100 Global Outsourcing Company by the International Association of
Outsourcing Professionals (IAOP), as published in Fortune Magazine, and the company’s founder
was recently inducted into the IAOP Hall of Fame. Stefanini offers consulting services, BPO, Systems
Integration, Development Solutions, Application and Infrastructure Outsourcing, and more. We
support 32 languages with the flexibility and agility required by today’s clients, and has over 17,000
resources worldwide.
As part of our strategic growth initiatives, Stefanini has invested in the Asia Pacific region and
expanded our teams and delivery resources. From Stefanini’s mature delivery service center
operation in Manila, Philippines, we oversee our Asia expansion. In 2008 we began operations in
the Philippines with a partner, and 2011 we launched our own facility. Our Manila delivery center
has doubled in size since we began operations in the region and it is poised to double again in the
next two years.
2. What does a Helpdesk Technician Do?
Help Desk Job Duties
Responding to queries via chat, email, or phone
Training other staff members on troubleshooting and diagnosing problems
Writing, editing, and revising training manuals for new and updated software and
hardware
Providing technical assistance for questions and problems
Resolving problems with networks and other computer systems
Diagnosing system errors and other issues
Following up with customers to ensure full resolution of issues
Requesting feedback and/or monitoring calls and other methods of correspondence to
improve training methods
Running reports to analyse common complaints and problems
Installing or changing software to fix issues
Remotely accessing hardware or software for clients to make changes and fix problems
1. My Password is Lost, need to
Reset.
People are forgetful, and most often they forget their account
password. Let’s just consider G-suite for example.
In some organizational setups, G-suite is configured in such a way
that only an admin can reset the password of a user. In such a
case, people head straight to the helpdesk and create a ticket
whenever they forget their password.
One of the main features of Motadata is to automate recurring
tasks through workflow automation. Which is why a Motadata
user doesn’t have to handle a wave of such tickets.
In Motadata, a technician would create a service catalog item,
specifically for a password reset, and combine that with workflow
automation, which will automatically route the tickets to the
appropriate technicians who will perform the reset.
2. My Wi-Fi keeps dropping
Nowadays, all work is done over the cloud using mobile devices;
and Wi-Fi makes sure we are connected all the time.
When someone is not able to connect to his/her Wi-Fi hotspot
then he cannot work which is a problem that ends up at the
helpdesk.
The problem is generally related to the single strength of the
nearest router or Wi-Fi interference.
A Motadata user can merge tickets linked to a single router.
He/she can look up the details of the router from the CMDB and
create a problem ticket for a permanent solution.
3. My USB devices aren’t working
People are quick to take action. When a USB device isn’t
recognized, they head straight to the helpdesk without performing
a proper check.
The best thing to do is to prevent requesters from filling such
tickets by telling them that there’s a help article on this topic.
Motadata has an integrated Knowledge Base, where technicians
can write informative articles on different topics, and KB articles
are searchable on the customer portal. The idea here is to enable
requesters to try to resolve their issues on their own; if failed to do
so then file a ticket.
4. Spilled coffee on my laptop
People just love their coffee at work. It gives them the necessary
boost to carry through the day.
Sometimes accidents happen with coffee, and their laptops
become the casualty.
A Motadata technician can create a document, dos and don’ts after
a spillage, and sent it automatically whenever someone submits a
ticket talking of a wet laptop
5. Can’t seem to use my
department’s printer
Quite often, a solution to a problem is simple; people tend to
ignore the obvious and make things complicated.
Printer issue is one such problem. Where the solution can be as
simple as turning on the printer or putting the paper in the tray.
Motadata admin can create a workflow where an auto email is sent
whenever a printer related issue is submitted. The email would
contain common problems and their solutions so as to enable the
requester to solve the issue on their own.
6. Faced with a blue screen of death
Normally, a blue screen while working scares a user and puts
him/her on panic mode. He/she then calls the helpdesk and
requests a technician to file a ticket.
But not with Motadata ITSM; here the users have access to
a mobile application supported on both Android and iOS, where
they can search the KB for a solution and submit a ticket.
7. Computer keeps shutting down
A problem most likely caused by a hardware failure. Such
problems can be resolved swiftly if the technician is prepared with
the replacement hardware.
Motadata has a CMDB capable of storing info of Non-IT assets. In
such a failure, a technician would link the incident ticket with the
appropriate hardware entry in the CMDB and initiate a change
immediately after diagnosis.
8. Lost access to the shared drive
A problem that can be resolved through instructions and with
minimum intervention.
In Motadata, admin can create a separate category for such tickets
and an SLA. The service agreement will make sure not much time
is spent on such tickets. The resolution can be done first through
an automated email and then, if still not resolved, through remote
desktop.
9. Computer has a virus
Such problems could be symptoms of a serious security breach
and require serious attention from IT technicians.
Here, a Motadata technician can leverage the agent application,
with which he/she can perform the following:
· Patch-up the Windows Defender with the latest definition.
· Take remote access to the affected machine and run a virus scan.
10. The mouse is dead
The most common issue and the most broken peripheral in an
office is the Mouse.
An admin can create a service item in the Motadata service catalog
accompanied by workflows and SLA for swift replacement.
Conclusion
