Service Desk Analyst Interview Questions

Service desk analysts are the IT professionals who offer technical help for the users of an organization. These analysts respond to inquiries and they evaluate and resolve the problems relating to applications and IT equipment. The service desk acts as a point of contact between the IT organization and business for service requests, change notifications, and any other important communications.  

 Categories of Service Desk Analyst Interview Questions

Service Desk Analyst Technical Interview Questions

1Q) Name a few self-management skills for a Help Desk Analyst?

Ans:

  • Stress-management skills
  • Time-management Skills
  • Organizational Skills
  • Learning and information-retrieval skills

2Q) How important IT skills are in help desk service and how you keep yourself updated with those skills?

Ans: To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save you time and energy. I use the internet, online books, and other educational resources to upgrade my IT skills.

3Q) What are the new help desk techniques you think would be helpful to improve the service?

Ans: IT and computer knowledge would be an additional asset for a helpdesk associate, and even the company can take the help of computer software to minimize the workload and to communicate with the customer effectively.

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4Q) What are the three abilities of an ideal help desk person?

Ans:

  • Ability to listen to others
  • Ability to present your thoughts clearly
  • To be patient especially in a tense situation

5Q) What is the recent skill you have learned that can be helpful for the help desk position?

Ans: If you have done anything then you can mention to the interviewer like attending a seminar on mass communication, or any computer course. But it is still ok if you haven’t done related to the position.

6Q) How would you deal with an extremely irate customer or co-worker?

Ans: This is another question aimed at understanding your man-management and inter-personal skills. Helpdesk personnel frequently encounter cases of upset or irritated customers and co-workers. However, in such situations, remaining calm, keeping your cool, and coming to a solution in an amicable manner is what is expected of a help desk associate.

7Q) How would you handle a caller who refuses to calm down?

Ans: This is a fairly common sight and one which experienced professionals in help desk jobs would be familiar with. This question is mainly intended to test your patience, your tolerance skills, and most importantly, the ability to keep your cool in stressful and demanding situations.

8Q) What are your suggestions for sharing a workspace?

Ans:

  • Use shared areas with respect and courtesy
  • Avoid foods with strong smells
  • Use discretion when displaying personal items

9Q) How do you troubleshoot DNS problems?

Ans: Use nslookp-query internet name servers interactively

10Q) How will you view information about system events and application errors on Windows?

Ans: Event Viewer

11Q) What can you do to optimize hard drive performance on Windows?

Ans: I will use Defrag to speed up the hard drive and computer's overall performance by optimizing the file system.

12Q) Have you seen the Blue Screen of Death?

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

13Q) A user complains about lockups and reboots of his PC what could be the reason?

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

14Q) Which network protocol have you used?

Ans: TCP/IP - Transmission Control Protocol/Internet Protocol

15Q) As a Help Desk Analyst, what steps will you take for removing malware?

Ans: I will use anti-spyware, anti-virus, and recovery console

Service Desk Engineer Interview Questions

16Q) What is a Service Desk?

Ans: A service desk is a place where we give our services to the user whenever they need any technical help.

17Q) List the various types of service desk support?

Ans: There are four different types of service desk support they are

  • Face to face

  • Phone

  • Web

  • Email 

18Q) What is the use of ServiceDesk in any organization?

Ans: A service desk is an information center that gives a single point of contact (SPOC) among an organization and its customers, employees, and business partners. The goal of a service desk is to guarantee that users get relevant help in a timely fashion.

19Q) What makes an excellent help desk?

Ans: An effective service desk must be able to report how long on average it takes to begin working on service demand from when they have been submitted, and how much time it takes to fix the problem. The service desk must run like a well-oiled machine, ready to react when you require them so that you can get back to your business.

20Q) What is the difference between the Help Desk and Service Desk?

Ans: At the help desk, we provide customer support, whereas at the service desk we provide technical support.

21Q) What are the latest computer processors?

Ans: A few latest computer processors are:

  • I3 processor 

  • I5 processor

  • I7 processor   

22Q) How to optimize hard disk performance on windows?

Ans: We can use Defrag to speed up the hard drive and also to optimize the computers overall performance just by optimizing the file system.

23Q) What service desk techniques you think would help to improve the service?

Ans:

  • Practice active listening

  • Use positive language

  • Communicate clearly 

24Q) What skills are required to be a help desk technician?

Ans: 

  • Customer service

  • Communication skills

  • Adaptability

  • Interpersonal skills

  • Troubleshooting skills

  • Ability to learn quickly

25Q) Describe the role of a service desk analyst?

Ans: Service Desk Analysts function as the bridge among end-users and technical teams. They are usually involved in the identification, initial assessment, plus assignment of events to appropriate technical teams.

26Q) What is the use of the event viewer?

Ans: The event viewer is used to view the information about application errors and system events on windows.

27Q) How to troubleshoot DNS problems?

Ans: Using nslookup-query internet name survive we can troubleshoot the DNS problems.

28Q) What is the blue screen of death?

Ans: The Blue Screen of Death exhibits a blue screen that displays a stoop or fatal error message, symbolizing that Windows has become fissionable and stops. 

29Q) Explain about networking protocol? 

Ans: In networking, a protocol is a set of rules for formatting plus processing data. Network protocols are like a common language for computers. The computers inside a network may use extensively different software and hardware; however, the application of protocols allows them to communicate with each other.

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30Q) What are the management skills required by the service desk analyst?

Ans: The three management skills that are very important for a service desk analyst are:

  • Time-management Skills

  •  Stress-management Skills

  • Organizational skills

31Q) Does a Service Desk analyst need IT skills?

Ans: Yes, service desk analysts need IT skills because this service desk analyst gives technical support, so we need to make sure to have IT skills.

32Q) What is the difference between RAM and ROM?

Ans: RAM stands for random access memory which is a temporary memory, and the data stored in RAM is temporary we can add and delete the data into the RAM whereas ROM stands for read-only memory which is permanent and we cannot modify the data within ROM.

33Q) What is the use of anti-spyware and anti-virus?

Ans: By using anti-spyware and anti-virus, we can remove malware and recover the console. 

34Q) What is an operating system?

Ans: An operating system is a software which communicates with the hardware and allows the programs to run, common desktop operating systems are:

  • Windows 

  • Linux

  • Unix 

35Q) What are the services of an operating system?

Ans: Different services provided by the operating system are:

  • Scheduling

  • Resource allocation

  • Switching

  • Program execution

  • Communication

  • I/O operations