Service desk Interview Questions

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

Ans: The Service Help Desk is the primary technical support and a point of contact for users. They address their queries and concerns through various online and offline channels to resolve them.

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

Ans: Service Help Desk Analysts should possess some key self-management skills such as:

• Effective time management
• Stress management
• Continuous learning
• Information retrieval
• Organizational abilities

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

Ans: Help desks come in various forms, including:

• Phone support
• Email services
• Web-based support
• Face-to-face meetings

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

Ans: Good IT and computer skills can greatly enhance Help Desk service quality. In addition to this, using software to smoothen processes and facilitate effective customer communication can be helpful.

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

Ans: First, check the cable connections and power supply. If no issues are found, report them to the IT department for further investigation and resolution.

6. What do you know about Microsoft Office 365?

Ans: Microsoft Office 365 is a suite of various productivity tools which is subscription-based and they are easily accessible over the Internet. It allows users to execute SaaS apps in the cloud space, secures local storage space, and removes the need for local installation.

7. How do you face the criticism?

Ans: Handling criticism requires maintaining a positive attitude and composure while receiving feedback. It's necessary to remain patient and open to constructive criticism without reacting negatively.

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

Ans: Ideal Help Desk experts should excel in three primary abilities:

• Effective listening skills.
• Clear communication.
• Patience, especially in high-pressure situations.

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

Ans: The key distinctions between a Help Desk and a Service Desk are as follows:

Help Desk:

• User-centric support, primarily focused on end-users.
• Generally reactive, responding to user-reported issues.
• Typically provides basic technical assistance and issue resolution.
• Often handles a narrower scope of IT-related topics.
• It may not have an extensive knowledge base or integration with other systems.

Service Desk:

• Business-centric support, serving both technicians and end-users.
• Proactive in approach, aiming to prevent issues through monitoring and maintenance.
• Offers a broader range of services, including IT and non-IT services like HR and facilities.
• Manages a broader scope of IT-related problems and service requests.
• Integrates with various systems and databases for complete support.

10. How will you organize your work schedule?

Ans: Organizing your work schedule involves prioritizing tasks based on urgency and importance to ensure efficient completion.

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11. What does your troubleshooting process look like?

Ans: This process typically involves:

• Gathering information from the customer.
• Identifying the issue.
• Performing initial verifications.
• Applying common bug fixes.
• Consulting online resources for more complex issues.
• Implementing repairs or replacements as needed.
• Thoroughly testing to ensure the solution works effectively.

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

Ans: To enhance service quality, consider:

• Leveraging IT and computer knowledge.
• Employing software to streamline processes.
• Utilizing software to improve customer communication.

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

Ans: Dealing with an upset caller requires patience and effective communication. It's essential to remain calm, listen attentively, and, if necessary, escalate the call to a superior or another technical expert.

14. What are your suggestions for sharing a workspace?

Ans: Effective sharing of workspace involves:

• Demonstrating respect and courtesy.
• Avoiding strongly scented foods.
• Exercising discretion when personalizing the workspace.

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

Ans: When discussing prior experience, outline your responsibilities and skills, including call management and software usage. If you're a fresher, acknowledge your lack of knowledge.

16. Are you a good team player?

Ans: Being a team player is essential in a Help Desk role, as you frequently connect with diverse colleagues and must maintain patience and effectiveness in a team environment.

17. What would you do if the caller did not understand what you explained?

Ans: I use simple language and relatable analogies when explaining technical concepts to non-technical individuals. It makes the information more accessible and clear.

18. What is the key difference between Windows 7 and Windows 10, in your opinion?

Ans: One notable difference is that Windows 10 gets more frequent updates than Windows 7, which receives only fewer updates.

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19. What can you do to optimize hard drive performance on Windows?

Ans: To optimize hard drive performance on Windows, consider using the defragmentation feature to enhance overall system performance.

20. Have you seen the blue screen of death?

Ans: The "Blue Screen of Death" signifies a system error or instability in Windows. It immediately stops all the system operations.

21. Which network protocol have you used?

Ans: I have experience of working with the network protocols like TCP/IP (Transmission Control Protocol/Internet Protocol).

22. Are you comfortable working at night shifts?

Ans: You should answer this question very logically by accepting that you are flexible to work in any shift and can adjust to the timinings.

Service Desk Interview Questions and Answers - Advanced

23. As a help desk analyst, what steps will you take to remove malware?

Ans: To remove malware, I would use anti-spyware, anti-virus software, and recovery console tools as necessary.

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24. How do you troubleshoot the DNS problem?

Ans: Troubleshooting DNS issues often involves using tools like nslookup to query internet servers interactively.

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

Ans: You can access information about system events and application errors on Windows through the Event Viewer tool.

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

Ans: Handling irate individuals requires maintaining composure and resolving issues politely and effectively, regardless of the situation.

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

28. Please tell me some of the tasks you performed in your previous company.

Ans: My role included a variety of tasks, including addressing and resolving customer inquiries and complaints. It involved active listening, problem-solving, and ensuring customer satisfaction through practical solutions.

29. How good are you at solving problems on the phone?

Ans: Handling issues over the phone requires clear communication and patience. I have a track record of effectively resolving customer issues through phone support. Also, I want to include a notable instance where I quickly addressed and solved a complex problem for a customer.

30. If the customer is unsatisfied with your service, do you analyze your mistake or move on to another customer?

Ans: Customer satisfaction is a key priority. When a customer is dissatisfied, I take responsibility for re-evaluating the situation and continuing to engage with the customer until their issue is resolved nicely.

31. How do you create a VPN connection?

Ans: To establish a VPN connection, install the VPN software, insert your credentials, and connect to a VPN server. It ensures secure remote access with an encrypted connection.

32. What is a pointer record in the service help desk?

Ans: A PTR or Pointer Record within the service desk translates the IP Address into a domain name. It is also known as a reverse lookup.

33. What was your worst experience in your past job?

Ans: While answering this question, you should look at the job description and not list the duties you have to manage here. Doing so will badly impact your interviewer, and you may be ignored.

34. What makes you a perfect fit for this company?

Ans: You can go through list of duties you must perform in that company and illustrate them, including your experience. You should justify your skills that match the company’s needs and explain to the interviewer how to utilize them for growth. 

Conclusion

We have compiled these Interview Questions and Answers to enhance your skills and help you excel in your career. HKR is committed to providing the best and most reliable resources with quality. As per the Business Research Insights, the global IT Service Desk market share is expected to grow to $11.57 Bn by 2031. So, learning these skills will enhance your career to the next level. Stay tuned to this website for more valuable updates.