Describe a time you faced an unexpected problem at work. How did you solve it?
Suggested answer
Our computer system crashed during a critical task. I immediately contacted IT support and, while waiting, started a manual backup process using alternative methods. This quick thinking prevented data loss and allowed us to continue operations. I then documented the incident to help prevent future occurrences.
STAR method example
Situation
We were in the middle of processing a batch of time-sensitive orders when our ordering system crashed completely. The IT team estimated it could be down for several hours, and we had a deadline to dispatch the orders by the end of the day.
Task
I needed to find an immediate way to keep operations running and prevent data loss while the system was being repaired.
Action
I contacted IT support straight away to log the fault and get an estimated fix time. While waiting, I retrieved the manual backup procedure from our contingency folder and set up a paper-based tracking system using printed order forms. I briefed two colleagues on the manual process so we could work in parallel. Once the system came back online, I carefully entered all the manual records to ensure nothing was lost.
Result
We processed every order before the deadline with no data loss. I wrote up the incident afterwards with suggestions for improving the backup procedure, which led to a dedicated offline toolkit being created. My manager commended the team for staying calm and resourceful under pressure.
Tips
- Show you acted quickly and calmly
- Demonstrate creative problem-solving
- Include a backup plan or workaround
- Show you learned from the experience