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Service Desk Analyst Interview Questions

What is a Help Desk?

Its an organization that provides single point of contact for users in need of technical support.

What are the different forms of a help desk?

Phone

Face to Face

Email

Web

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

Stress-management skills

Time-management Skills

Organizational Skills

Learning and information-retrieval skills

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

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

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

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

What is the difference between helpdesk and service desk?

A helpdesk ensures that the customer’s problems are resolved in a timely fashion. The service desk is a single point of contact between customer and company, where all the information regarding the company’s service are delivered.

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

  • Ability to listen to others
  • Ability to present your thoughts clearly
  • To be patient especially in a tense situation
Inclined to build a profession as Service Desk Analyst?
Then here is the blog post on Service Desk Analyst Training.

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

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.

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

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.

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

This is a fairly common site 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.

What are your suggestions for sharing a workspace?

Use shared areas with respect and courtesy

Avoid foods with strong smells

Use discretion when displaying personal items

How do you troubleshoot DNS problems?

Use nslookp-query internet name servers interactively

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

Event Viewer

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

I will use Defrag to speed up hard drive and computer’s overall performance by optimizing file system.

Have you seen the Blue Screen of Death?

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.

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

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

Which network protocol have you used?

TCP/IP – Transmission Control Protocol/Internet Protocol

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

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

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