Grubhub Service Desk Specialist II Interview Guide

If you’re applying for the Service Desk Specialist II position at Grubhub, here’s an overview of the interview process and what you can expect based on recent interviews from candidates who’ve gone through this role’s recruitment.

Interview Process Overview

The interview process for this position at Grubhub is designed to assess your technical skills, problem-solving abilities, and your fit within the company culture. The steps typically involve:

1. Application and Initial Screening:

After submitting your resume, you’ll likely receive an initial email or call from a recruiter to verify your qualifications and discuss your background. They’ll also walk you through the role’s responsibilities, expectations, and your interest in the company.

2. Technical Phone Interview:

This round usually focuses on your technical proficiency and experience in IT support, specifically troubleshooting hardware, software, and network issues. Be prepared to talk about your experience with operating systems (Windows, macOS, Linux) and applications like Google Workspace, Slack, Jira, and Zendesk.

You might be asked specific questions like:

• “How would you handle a situation where an executive’s laptop isn’t connecting to the VPN?”
• “Describe your approach to resolving a recurring software issue that affects multiple employees.”

Expect scenarios that test your ability to prioritize tasks and demonstrate your technical troubleshooting process. You may also get hypothetical questions regarding escalations and user support.

3. Onsite Interview (or Virtual Interview):

Technical Skills Assessment:

During the onsite interview, you’ll be given scenarios involving technical issues that you might face on the job. For instance, you could be asked to:

• Resolve an A/V issue: “During a virtual meeting, the microphone isn’t working—how would you troubleshoot and resolve this?” This tests your ability to manage A/V equipment and your knowledge of common technical problems in meetings.
• Troubleshoot a network issue: “An employee’s computer is having connectivity issues. Walk us through your troubleshooting steps.”

System Knowledge:

Expect questions about how you would manage software and device administration. For example, you may be asked how to manage devices using tools like Active Directory, Okta, or JAMF.

• Example Question: “How would you manage user access and device security for new employees using Active Directory and Okta?”

Service Desk Procedures:

You will likely be tested on your knowledge of ITIL best practices (Incident Management, Service Requests, Change Management). You may be asked to describe how you would log tickets and escalate issues, or how you ensure that standard operating procedures (SOPs) are followed for ticket resolution.

4. Behavioral Interview:

The behavioral round is focused on your interpersonal skills and your ability to work effectively in a team. Grubhub values a positive, proactive, and professional attitude. Sample behavioral questions include:

• “Tell me about a time when you had to troubleshoot an issue under time pressure.”
• “Describe a time when you had to support a difficult executive. How did you handle the situation?”
• “How do you prioritize tasks when there are multiple urgent tickets?”

Be prepared to share specific examples from your previous experiences using the STAR method (Situation, Task, Action, Result) to demonstrate your problem-solving skills and ability to manage stress in a fast-paced environment.

5. Final Steps:

If you pass the technical and behavioral interviews, you may be asked to meet with team leaders or managers for a final round. This could be a more informal discussion to ensure your values align with Grubhub’s culture and that you’re a good fit for the team.

Key Skills Grubhub Looks For:

• Technical Proficiency: You should have 5+ years of experience in IT support or a related field. Be familiar with tools like Google Admin, Jira, Zendesk, and device management platforms (e.g., Intune, JAMF).
• A/V Troubleshooting: Be prepared to talk about your experience handling audio-visual equipment and ensuring successful meeting operations.
• Customer and Executive Support: Demonstrated experience supporting senior leadership is highly valued. You must be able to troubleshoot and resolve issues swiftly, especially during high-visibility events.
• Knowledge of ITIL Practices: Grubhub uses ITIL for service management, so knowledge of ITIL processes like incident, change, and problem management is crucial.
• Problem-Solving: The role requires strong analytical skills to diagnose and resolve technical issues quickly, especially when supporting executives or handling large-scale company-wide issues.

Tips for Preparation:

• Know your tools: Be comfortable with ticketing and management software like Zendesk, Google Admin, Active Directory, and Jira. Practice using these tools in mock scenarios.
• Practice Troubleshooting: Expect troubleshooting scenarios where you need to find and fix technical issues, especially those related to remote work and virtual meetings.
• Understand ITIL: Be familiar with the ITIL framework and how it is applied in IT support, especially the incident and change management processes.
• Behavioral Prep: Practice answering behavioral questions with examples that show your adaptability, communication skills, and ability to handle pressure.