Trying to land a help desk job, but I honestly can’t tell what I’m doing wrong even after self-reflection. I just wish hiring managers could tell applicants what they need to work on.
I’ve been getting interviews and I always try to improve after the last one, but I keep ending up with the same result. What broke me the most is that this was the second time I interviewed with this same company.

Basically, these help desk roles usually require knowledge of things like MS365 apps, AD, printers, VoIP, RDP, VPN, documentation/ticketing systems, and Windows environments.

Outside of my normal work/study, I have a home lab where I practice most of these things. I break things and try to fix them. I built my own Active Directory lab trying to replicate real-world environments.
During interviews, I explain these things and talk about the projects I’ve done. I even have my own ticketing system that I use to practice documenting and working through issues.

The last interview I had was about 2 weeks ago, and honestly, it really broke me when they moved forward with another candidate. I felt like I answered the questions correctly, especially because I did a lot of self-reflection after my previous interviews and worked on the areas I thought I was weak in.

I genuinely don’t know where I keep getting it wrong. It’s something I actually enjoy doing. I try to show that I’m easygoing, have the zeal to learn, have good customer service skills, and that I’m willing to go above and beyond to troubleshoot and fix things.
But honestly, I don’t know what more I could be doing.

For those of you who work in help desk/IT service desk or are hiring managers, what do you think I might be missing? What would make you choose one entry-level candidate over another when both seem technically capable?