ServiceDesk Analyst Interview Questions And Answers 2020[Latest]

ServiceDesk Analyst Interview Questions And Answers prepared from Codingcompiler experts. These ServiceDesk Manager interview questions were asked in various interviews conducted by top multinational companies across the globe. We hope that these interview questions on ServiceDesk Manager will help you in cracking your next job interview. All the best and happy learning.

In this article you’ll learn
ServiceDesk Analyst Interview Questions
ServiceDesk Analyst Interview Questions And Answers
Realtime ServiceDesk Analyst Interview Questions And Answers
The Best ServiceDesk Analyst Interview Questions And Answers

ServiceDesk Analyst Interview Questions


1. What is a Service Desk?

2. What are the different types of service desk support?
3. Can you name few skills that are required by a service desk analyst?4.  In A Situation Where Caller Did Not Understand What You Are Explaining, What You Would Do?
5. Please Tell Me Some Of The Task That You Had Performed In Your Previous Company?
6. Do You Think Service Desk Analysts Need It Skills?
7. What Is The Difference Between The Service Desk And Help Desk?
8. What are the new help desk techniques you think would be helpful to improve the service?
9. What is the difference between helpdesk and service desk?
10. What is the difference between the service desk and help desk?


ServiceDesk Analyst Interview Questions And Answers

1. What is a Service Desk?

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


2. 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

3. Can you name few skills that are required by a service desk analyst?

Answer: Yes sir, few management skills required by service desk analysts are

1. Stress-management skills

2. Time-management Skills

3. Organizational Skills

4.  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.

5. 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.

6. 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.

7. 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.

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

Answer: 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.

9. What is the difference between helpdesk and service desk?

Answer: 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.

10. 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.

Realtime ServiceDesk Analyst Interview Questions And Answers

11. 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.

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

Answer:

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.

13. Which operating system you are familiar with?

Answer: As I am using systems from my childhood days I am familiar with almost each and every operating system. The latest operating system that I have been using is windows 10.

14. 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

15. 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.

16. What motivates you for the job of service desk assistant ?

Answer: In the service desk assistant job we need to interact continuously with users and help them to solve their problems and as I am good at technical skills, it would make my job easier to help them to resolve their queries

17. How you deal with an irate user or customer who refuses to calm down?

Answer: Answer this question in such a way that the interviewer believes in you. I try to know the reason behind his intense and calm down him by giving the proper answer to his questions and will solve his issue as soon as possible so that he gets cool down.

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

Answer: 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.

19. How will you rate your Problem-Solving skills?

Answer: This question determines how confident you are and how good you are at solving problems. However, make sure you don’t rate yourself too high because the interviewer might ask you questions that could be too difficult for you to answer.

But rating yourself too low can cut yourself short. Hence, think well before you answer this question.

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

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

The Best ServiceDesk Analyst Interview Questions And Answers

21. 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.


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

Answer :

As a service desk analyst,

I should have the following abilities:

The first ability is to listen to others

I need the Ability to communicate my thoughts clearly

The third ability is patience, I need to be patient especially in a tense situation

23. 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.

24. 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.

25. 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.

26. 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.

27. Can you describe a solution to someone who doesn’t understand technical terms?

Answer: This is a challenge in the help desk job. The IT staff often struggles when it comes to communicating with the audience who is not aware of technical terms.

It takes patience and art of translating the tech terms to the terms that are easily understandable to the customers. I take an effort in describing the solution to the customers who don’t understand technical terms in simple words.

28. What are your suggestions for sharing a workspace?

Answer: Use shared areas with respect and courtesy

Avoid foods with strong smells

Use discretion when displaying personal items

29. How Do You Troubleshoot Dns Problems?

Answer :

Use nslookp-query internet name servers interactively.

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

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

31. Which network protocol have you used?

Answer: TCP/IP – Transmission Control Protocol/Internet Protocol

32. Do You Know How To Troubleshoot Dns Problems?

Answer :

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

33. Are you aware of our Products and Services?

Answer: This question will determine if you have done your homework or not. It will let the interviewer know if you are interested in the company and the job. Hence, make sure you study their products and services in detail before the interview.

It will also help you to prepare the answers to other questions as well and will give you an idea of what qualities they are looking for from a candidate.


34. 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.

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

Answer: 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.

36. What will you do if your PC doesn’t turn on?

Answer: This issue doesn’t require a tech background. All you need is a little critical thinking. Use the step by step method to recognize the problem. Check the power supply and make sure that the cables are properly plugged in.

Check for the damage to the cables. If you can’t find any fault with the system, then shift to another desk. If there’s no other desk, then call for the in-house IT expert to look into the issue.

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