Service desk Interview Questions

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1. What do you mean by the Service help desk?

Ans: The service help desk is a kind of technical support provided by organizations to help the users related to any queries. This is considered as a single point contact, the user may contact them online or offline.

2. What are all the different forms of help desk available?

Ans: There are four different types of help desk available to help the users.

  • Phone
  • Face to face meeting
  • Email services
  • Web

3. Name a few self-management skills for a service help desk analyst?

Ans: The below are a few important self-management skills for service help desk analyst such as;

  • Time- management skills
  • Stress-management skills
  • Learning skills
  • Information-retrieval skills
  • Organizational skills

4. How important IT skills are in Help desk service and how you keep yourself updated with those skills?

Ans: To process your work quickly and in a better way, computer skills are very important these days. By using Computers not only help you to work easily this will save you time and energy. To keep upgrade your help desk service, you need to use the internet, online books, research journals, and any other educational resources.

5. What are the new help desk techniques you think would be helpful to improve the service?

Ans: Having IT and Computer skills would be an added advantage for any Help desk service associate, and even the many organizations provide the software to minimize the workload and this software may help you to communicate with the customer effectively.

6. What do you do if your PC doesn’t turn on in one go?

Ans: First and foremost you need to check the cable connection and electricity supply first, and if you find no problem with them, finally you should report the problem to the IT department of the company.

7. What does your troubleshooting process look like?

Ans: The process is as follows;

  • Firstly, you need to gather information from the customer.
  • Now identify the issue/ problems and then perform verification.
  • Now it’s time to perform common bug fixes quickly.
  • If you will not get a successful result, go for the additional online resources and further issues related to the issue.
  • Once you found the solution, perform appropriate repairs or replacement if it requires.
  • After you found the proper solution then implement it.
  • Last step is to test everything thoroughly to ensure this works perfectly.

8. What do you know about Microsoft Office 365?

Ans: Microsoft office is one of the windows products available on a subscription-based service. This can be accessed through the internet and one advantage is that it does not use the space on your personal computer if you are not stored there. You can also run the SaaS applications in the cloud service and this doesn’t make them a cloud application.

9. How do you face the criticism?

Ans: This question always tests your level of patience. One thing you should remember is that, try to maintain positivity and try to take your criticism without losing your temper or anger.

10. What are the three abilities of an ideal help desk person?

Ans: There are three fundamental abilities required for an ideal help desk person they are;

  • You should have the ability to listen to others
  • Must have the ability to present your thoughts clearly
  • Try to be patient especially when you are in a tense situation.

11. What are the differences between the helpdesk and service desk?

Ans: The following are the major differences between helpdesk and service desk;

Help desk software Service desk software
Help desks are user-centric Service desks are business-centric
Help desks are point solutions Service desks are integrated solutions
The help desk is reactive in nature Service desks are more proactive
Help desks are for end-users Service desks are for both technicians and end-users

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12. What are the new help desk techniques you think would be helpful to improve the services?

Ans: The below are the few new help desk techniques will be very helpful to improve the services;

  • You should have IT and computer knowledge would be an added advantage.
  • Every company will take the help of computer software to reduce the workload
  • Having knowledge of software will help you to communicate with the customer effectively.

13. How should you handle a caller who refuses to calm down?

Ans: This is a fairly common question that arises during the interview. If you are an experienced professional in help desk professionals, this question is mainly intended to test your patience, your tolerance skills, and most importantly you should have the ability to keep your cool in stressful and demanding situations.

14. What are your suggestions for sharing a workspace?

Ans: The important factors will follow such as;

  • You should use the shared areas with respect and courtesy
  • Avoid foods with strong smells/ bad odors
  • Use discretion when displaying your items.

15. What experience do you have as a helpdesk associate?

Ans: While speaking about the experience that is related to your position, explain to the interviewer about your responsibilities that you were involved in previously. And also explain to them what are all additional skills you have such as managing calls and using any type of software. If you are a fresher, don’t worry you can tell them you are a fresher without any experience.

16. Are you a good team player?

Ans: This questioned is asked you to check whether you are capable of working under different circumstances and with different kinds of people. As a help desk service professional, you need to work constantly with different people from various departments. And also you should maintain patience and work efficiently teamwork is very important.

17. How will you organize your work schedule?

Ans: Based on the work priority, you should schedule your work and assignment accordingly.

18. In a situation where the caller did not understand what you are explaining what you would do?

Ans: In this situation, you should follow the below steps;

  • Firstly you should repeat the question and try to understand the customer related issues.
  • If the customer is annoyed and is not ready to listen to what you are explaining, the best thing to do is that transfer their call to your superior officers or another technical assistant.

19. Please tell me some of the tasks that you had performed in your previous company?

Ans: 

  • Here you need to explain your roles and responsibilities
  • Tell them how you have handled the customers’ issues and solved their issues.

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20. If the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?

Ans: In this case, the help desk associate’s main responsibility is to give a satisfactory solution to their customers, and if the customer is not yet solved, follow up the needs to be taken till their problem is not solved.

21. How good are you at solving problems on Phone?

Ans: Solving problems face to face is completely different than handing them over the phone. To impress your interviewer you have to explain to them what are all the ability you have to solve the problems. You can also put an example of any previous incident where you have solved the customer issues on phone easily.

22. What can you do to optimize hard drive performance on windows?

Ans: Here you need to use the defrag option to speed up the hardware drive and computers’ overall performance by optimizing the hard drives on windows.

23. Have you seen the blue screen of death?

Ans: The blue screen of death will display the stoop or fatal error message which indicates the windows have become unstable and stops immediately.

24. Which network protocol have you used?

Ans: The network protocol which we are using here is that TCP/IP (transmission control protocol/ Internet protocol).

25. As a help desk analyst, what steps will you take for removing malware?

Ans: As a help desk analyst, I will take the following steps to remove the malware;

  • Anti-spyware
  • Anti-virus software
  • Recovery console.

26. How do you troubleshoot the DNS problem?

Ans: You can troubleshoot any DNS problem with the help of the nslooKp-query internet server interactively.

27. How will you view information about system events and application errors on Windows?

Ans: Here users can view any information about system events and application errors on windows with the help of Event viewer.

28. How would you deal with an extremely irate customer or co-worker?

Ans: This is one more important question asked by the interviewer; here they test your man-management and inter-personal skills. Helpdesk staffs frequently encounter cases of irritated or upset customers and co-workers. However, in any situation, you should remain calm, and politely solve any kind of issues or queries.

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29. How would you proceed to explain DNS to someone with no technical background?

Ans: DNS can be explained as a protocol that is responsible for providing the framework for web browsing. DNS is a computer network that offers the infrastructure which is necessary to browse the internet.

30. What according to you is the major difference between Windows 7 and Windows 10?

Ans: In Windows 7 you aren't able to see any frequent updates, whereas Windows 10 is available with two major updates per year.

Insight:

If you want to enrich your professional career and become a Service help desk analyst please go through this article. Learning this HKR’s frequently designed Service help desk analyst interview questions will help you to crack any type of complex interview. As per the recent research, the service help desk analyst has a market of about 15%, so there will be a huge demand for the help desk professions.

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John
John
Cloud Technologies & Cyber Security
John is a Post Graduate in Computer Science from Andhra University .She is currently working as an IT developer at hkr trainings.com. And he has great experience includes both IT development and operational roles. Connect with him on LinkedIn and Twitter. Thank you

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