Service Desk Analyst Interview Questions & Answers

Question 1. In A Situation Where Caller Did Not Understand What You Are Explaining, What You Would Do?

Answer :

First I will repeat the question and try listen to the customer and if the customer is annoyed and is not ready to listen what you are saying, the best thing is to transfer the call to supervisor or another assistant.

Question 2. Please Tell Me Some Of The Task That You Had Performed In Your Previous Company?

Answer :

Explain him about your job responsibility in previous job citing few examples of customer handling and solving their problems.

Question 3. If The Customer Is Not Satisfied With Your Service Do You Analyze Your Mistake Or Just Move On To Another Customer?

Answer :

Help desk associate responsibility is to give a satisfactory solution to their customer, and if the customer’s problem is not solved then a follow up needs to be taken till the problem is not solved.

Question 4. What Is A Service Desk?

Answer :

A service desk is a place where we provide technical support to the users who require it.

Question 5. What Are The Different Types Of Service Desk Support?

Answer :

There are four types of service desk support,

they are:

1.  Phone
2.  Face to face
3.  Email
4.  Web

Question 6. Can You Name Few Skills That Are Required By A Service Desk Analyst?

Answer :

Few management skills required by service desk analysts are:

1.  Stress-management skills
2.  Time-management Skills
3.  Organizational Skills

Question 7. Do You Think Service Desk Analysts Need It Skills?

Answer :

Definitely service desk analysts require IT skills because service desk analysts provide technical support so we need to make sure to have IT skills so that we can provide the technical support who are in need and even we should update our IT skills with the requirement.

Question 8. What Is The Difference Between The Service Desk And Help Desk?

Answer :

At the service desk, we provide the technical support to the company users whereas in help desk they provide customer support.

Question 9. What Is The Difference Between Ram And Rom?

Answer :

RAM stands for random access memory whereas ROM stands for read-only memory. RAM is used to store temporary data whereas ROM is used to store permanent data.

Question 10. Can You Describe The Latest Computer Processors (cpu)?

Answer :

Some of the lasts computer processors are:

I3 processor

I5 processor

I7 processor

Question 11. What Do You Use To View Information About System Events And Application Errors On Windows?

Answer :

To view information about system events and application errors on Windows, we can use Event Viewer.

Question 12. Which Network Protocol You Have Used?

Answer :

I have used TCP/IP – Transmission Control Protocol/Internet Protocol.

Question 13. As A Service Desk Analyst, What Steps Will You Take For Removing Malware?

Answer :

As a Service Desk Analyst, I will use anti-spyware, anti-virus and recovery console.

Question 14. What Can You Do To Optimize Hard Drive Performance On Windows?

Answer :

To optimize hard drive performance on Windows, I will use Defrag to speed up the hard drive and computer’s overall performance by optimizing file system.

Question 15. What Do You Know About Blue Screen Of Death?

Answer :

The Blue Screen of Death can be described as the blue screen which displays a stoop or fatal error message, indicating that Windows has a become unstable and stop.

Question 16. What Are The Abilities Of An Ideal Service Desk Analyst?

Answer :

As a service desk analyst,

I should have the following abilities:

1. The first ability is to listen to others
2. I need the Ability to communicate my thoughts clearly
3. The third ability is patience, I need to be patient especially in a tense situation

Question 17. Can You Describe The Role Of Service Desk Analyst?

Answer :

Service Desk Analysts act as the bridge between end users and technical teams. They are generally involved in identification, initial assessment and assignment of incidents to appropriate technical teams.

Question 18. If We Ask You To Learn Any New Technology That Is Required By Our Clients Or Workers, Will You Learn?

Answer :

As a service desk analyst, I will try to keep myself update with the new technologies in the market so definitely I would love to learn the new technologies.

Question 19. Do You Know How To Troubleshoot Dns Problems?

Answer :

We can troubleshoot DNS problems Using nslookp-query internet name servers interactively.

Question 20. What Are Your Suggestions For Sharing A Workspace?

Answer :

1. Use shared areas with respect and courtesy
2. Avoid foods with strong smells
3. Use discretion when displaying personal items.

Question 21. How Do You Troubleshoot Dns Problems?

Answer :

Use nslookp-query internet name servers interactively.

Question 22. How Will You View Information About System Events And Application Errors On Windows?

Answer :

Event Viewer.

Question 23. Have You Seen The Blue Screen Of Death?

Answer :

The Blue Screen of Death shows a blue screen that displays a stoop or fatal error message, indicating that Windows has a become unstable and stop.

Question 24. A User Complains About Lockups And Reboots Of His Pc What Could Be The Reason?

Answer :

A user complains about lockups and reboots of his PC what could be the reason.

Question 25. Which Network Protocol Have You Used?

Answer :

TCP/IP – Transmission Control Protocol/Internet Protocol.

Question 26. As A Help Desk Analyst, What Steps Will You Take For Removing Malware?

Answer :

I will use anti-spyware, anti-virus and recovery console.