[ TOP & MOST ASKED ] Service Desk Manager Interview Questions and Answers
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[ TOP & MOST ASKED ] Service Desk Manager Interview Questions and Answers

Last updated on 12th Nov 2021, Blog, Interview Questions

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Smita Jhingran (SCM Process Specialist II )

Smita Jhingran has expertise in Sage X3, Oracle ERP Cloud, SAP S/4HANA, and Microsoft D365 ERP processes. She has worked with ERP, CRM, SCM, BPR, NetSuite ERP, Odoo, Sage Intacct, MRP, and BPM for more than 6 years.

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These Service Desk Manager Interview Questions have been designed specially to get you acquainted with the nature of questions you may encounter during your interview for the subject of Service Desk Manager. As per my experience good interviewers hardly plan to ask any particular question during your interview, normally questions start with some basic concept of the subject and later they continue based on further discussion and what you answer.we are going to cover top Service Desk Manager Interview questions along with their detailed answers. We will be covering Service Desk Manager scenario based interview questions, Service Desk Manager interview questions for freshers as well as Service Desk Managerinterview questions and answers for experienced.


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    1)How important is customer service for you and Why?

    Ans:

      Complete business processes depend on customer service, and if you are holding the post of help desk manager you are holding an important position to help the customer in order to provide the best experience.

    2)What is the difference between the helpdesk and the service desk?

    Ans:

      A helpdesk employee makes sure that the customer’s problems are resolved as soon as possible while the service desk is the only place of interaction between customer and company, where all the information regarding the company’s service is delivered.

    3)What is the best service desk structure for your organization?

    Ans:

      Central Service Desk: A centralized Service Desk supports multiple user groups from a centralized location (physical location). For a large organization, this is the most cost-effective & viable implementation structure. The only constraints in some cases are language or cultural barriers.

    4)What are the best service desk KPI examples?

    Ans:

      Tickets by status The first of our service desk KPI examples, tickets by status, is a must-track metric as it offers a clear-cut insight into the number of support tickets your business receives as well as the corresponding ticket status.

    5)If a user is complaining that their PC has frequent lockups and reboots, what do you think could be the possible reason behind this problem?

    Ans:

      There could be a problem with their hard drive. Probably, the CPU might be overheating, there could be a problem with memory, or the power supply must be failing. In a few cases, there can be an issue with their motherboard. However, that’s a rare occurrence.

    6)What is DHCP?

    Ans:

      DHCP means a network server that provides and assigns IP addresses on its own and does the same with default gateways, and other network parameters to concerned devices. It depends on the standard protocol, known as Dynamic Host Configuration Protocol or DHCP, to respond to broadcast queries by clients.

    7)What according to you are the minimum and most basic configurations needed to run a desktop?

    Ans:

      We will need a CPU, an operating system, minimum memory storage, a display/monitor to work on, and a network adaptor to configure a basic desktop.

    8)Are you aware of our services/products?

    Ans:

      This question is meant to analyze how much research you have done about the company you are applying to. You need to study their services and products to prove that you have done your homework. This will also give you an upper hand as compared to candidates who have missed out on that part.

    9)What do you do if your PC doesn’t turn on in one go?

    Ans:

      I will check the cables and electricity supply first, and if there is no problem with that, I will report the problem to the IT department of the company.M

    10)Describe a time when you went above and beyond to help a customer?

    Ans:

      At my previous company, I remember one customer had an issue that kept happening. The common fixes we were using were only temporarily solving the problem.

      After doing a bit of research, I was able to design and develop a new solution. I called the customer personally and implemented the repair.

    11)What do you know about Microsoft Office 365?

    Ans:

      Microsoft Office 365 is a subscription-based service and can be accessed through the Internet. It does not use the space on your computer as it is not stored there. It is possible to run SaaS applications in the Cloud, however, this doesn’t make them a Cloud.

    Microsoft Office 365
    Microsoft Office 365

    12)How would you describe your management style?

    Ans:

      One of the most common management job interview questions is going to be about your specific management style. There are various ways to answer this question. You may be tempted to share a specific management style, but the best answer to this question is, “I choose to adapt my management techniques based on the present situation, as work environments are constantly dynamic and often need to be handled in unique, novel ways.”

    13)How do you support an employee who is not meeting expectations?

    Ans:

      It’s important to have a good example on hand for all manager interview questions, but it’s especially critical here. Interviewers ask this question to determine how you will work with a direct report to encourage success. They will look for methods, such as giving clear feedback to an employee then working together to develop an action plan that supports meeting performance goals in the future. Be sure to include examples from your own experience.

    14)If a customer calls in saying the audio isn’t working on their PC, how would you address the problem?

    Ans:

      “Audio is a common problem when deploying new software. I often start by instructing the caller to reboot the computer, as it fixes most minor issues. If audio processes continue to fail, my next step is to confirm if the audio devices have been muted in settings or by any external mute buttons. I ask for confirmation that the speakers are turned on and the volume is at maximum. If it still refuses to work, I suggest plugging a set of headphones into the audio jack and test again. If that also fails, I focus my attention back to internal settings and confirm if the audio devices have check marks and are enabled. Beyond this, the issue may be a corrupted driver.”

    15)If a customer calls in saying their PC is slow, how would you address the problem?

    Ans:

      “My first step would be to determine whether the slow down is related to our application or the computer itself. At my previous job, our programs had a feature that would repair the most recent update. It’s a quick fix to many problems we experienced. If that doesn’t work, I would run the application on a test computer to determine if I experienced the same slow down. If I do, then I know that it’s most likely a software issue and I can tell the caller an update is coming. If I don’t, then I can tell them it’s related to their hardware and walk them through additional steps.”

    16)If a customer called in saying they experienced a blue screen, what would you do?

    Ans:

      “The best way to address this initially is to ask the caller what the message said and if it provided an error code. Having an error code significantly speeds up this process, as I can quickly determine a cause. If they don’t remember the message, I’d ask them to run the program again and repeat the same procedures. If it results in another blue screen, I know two things: It’s probably related to the software, and I have an error code to work with.”

    17)How long do you believe a phone call should last?

    Ans:

      “In my previous position, the maximum was seven minutes. I personally believe that no call should last longer than five minutes for most issues, and that is the standard I hold myself to. I’m usually able to determine the necessary length of the call once the caller describes their issue. In most cases, I know the proper fix immediately. There are always variables, of course, such as the caller giving misinformation by not knowing how to explain the issue.”

    18)Which tech sites do you regularly visit?

    Ans:

      Answers here may range from the general, such as Stack Overflow, The Verge and IT-related Reddit communities (also known as subreddits), to tech-specific blogs and social media feeds. This information can provide insight into candidates’ levels of engagement with the world of technology.

    19)A user is finding it difficult to configure a printer on their computer. How can you help them?

    Ans:

    • After making sure that the printer is powered on, and the computer is connected to the printer, I will open the “Add Printer” wizard in Windows and select the required printer from the list of available printers.
    • I will use the ‘Add a Network, Wireless or Bluetooth’ printer option if we are operating in a networked environment.
    • I will also install and update printer drivers if necessary.
    • If the user’s computer normally fails to detect their network printer, I will enable ‘Network Discovery’ and ‘File and Printer Sharing’ options in the Network and Sharing Center in Control Panel.

    20)How will you make sure that a system is not infected with a virus?

    Ans:

      I will use a good anti-virus software to scan the computer for any viruses or malware. I will also look for signs of virus-related problems, including unexplained slow speed, endless pop-ups and spam, functioning of .exe files, PUPs (Potentially Unwanted Programs), unfamiliar programs, and unintended events.

    21)What is PTR (Pointer Record)?

    Ans:

      A PTR record resolves an IP address to a full domain name. PTR records are used to check a server’s association with the IP address from where the connection was initiated. PTR is often known as Reverse DNS because a PTR associates an IP with a domain name, opposite to DNS which points domains to IP addresses.

    PTR (Pointer Record)
    PTR (Pointer Record)

    22)What is a Logical Drive?

    Ans:

      A Logical Drive is a virtual storage unit that exists on a physical hard drive but acts as an independent storage drive.

    23)What is the purpose of a Logical Drive?

    Ans:

      The purpose of a logical drive is to optimize storage performance by making contiguous storage units, allowing them to interact optimally without intervening with irrelevant or unrelated physical units.

      Logical drives add abstraction in storage, making it easier for the operating system to read from memory.

    25)How do you get the MAC address for a specific NIC?

    Ans:

      We can use “getmac /v” in the command prompt dialog box, or we can also find it using the Ipconfig/all command.

    26)How does a VPN work?

    Ans:

    • A VPN builds a private network over a public network with extra encryption to connect users to the private network’s resources.
    • A VPN masks the original IP address, identity, and location of the originator of a web request.

    27)What happens behind the scenes when you type “google.com” in the browser and hit enter?

    Ans:

    • When Enter is pressed, the browser checks the cache of the browser, operating system, router, and ISP for the DNS record to find the corresponding IP address of https://www.google.com/.
    • If the IP address of Google is not found in these caches, the ISP’s DNS server will initiate a request to other DNS servers on the internet to find the IP address of google.com.
    • When my browser receives the appropriate IP address, it establishes a connection, usually a TCP connection.
    • Once the connection is established, the data transfer process will start.
    • The browser will send a GET request asking for the google.com web page.
    • The server on the other end receives the request and the request handler (usually, a program written in common web languages like PHP, ASP, or RUBY) reads the request to identify what exactly is being requested and starts to assemble a response in the required format.
    • The server response contains the required web page and other details like compression type, cache format, cookie information, and more.
    • The browser will render HTML and send more GET requests, if necessary, based on HTML tags. Complete rendering will take place, which includes CSS, JavaScript files, images, and more.

    28)What is the single most important factor that must be present in your work environment for you to be successful, and happily employed?

    Ans:

    • There could be several responses to this question. But here are the most useful ones that would convey to the interviewer that you plan to stick with the company, are willing to learn new things, and are open to challenges.
    • Your answer should be something like this:
    • The most important factor for me would be an opportunity to learn new things and the freedom to think outside of the box.
    • To be given a chance to present new ideas for growth and productivity.
    • To be appreciated when I work hard to remove obstacles in the way of the company’s goals and success.

    29)How does a router work?

    Ans:

    • Routers manage the flow of data to multiple connected network devices.
    • If a packet has to go from Network A to Network D. The router connecting the Network A devices will first identify the best possible path for the packet to get to Network D, or the closest network to the final destination. It does this by using a routing table to determine the best path based on the number of hops to the destination.
    • In simple words, a router sends IP packets to other networks using the best possible path which it identifies using routing tables.

    30)You are asked by the company CEO to make sure that no employee in the company is able to open Facebook. How will you implement this policy?

    Ans:

    • There are several ways to do this, but the best one is to implement the restriction using the company’s router.
    • First, I will find the IP address of the main router by using the IPCONFIG command.
    • I will type the IP address in my browser to open the router’s settings. I will then open the content filter section.
    • I will add the Facebook URL to the content filter option.
    • This will block Facebook for all users.

    31)What is a PST file and why is it important?

    Ans:

      PST stands for personal storage table. A PST file is a file format built by Microsoft that is commonly used to store copies of emails, messages, calendar events, and other data items for applications like Microsoft Outlook.

      The biggest advantage of a PST file is that it provides you with the portability to transfer your important Outlook data from one computer to the next.

    PST file
    PST file

    32)A user complains that their computer clock resets every time they restart their PC. How would you solve this problem?

    Ans:

      The most common cause of this problem is a faulty CMOS battery which provides power to Complementary Metal Oxide Semiconductor (CMOS) chip. This chip stores key information like data and time.

      Replacing the CMOS battery solves this problem.

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    33)How you can you backup Outlook emails?

    Ans:

      The best option is to use PST files to take Outlook backups.

      We can use the Export option in Outlook to get a PST file for Outlook data.

    34)What is DHCP?

    Ans:

      DHCP stands for Dynamic Host Configuration Protocol. DHCP assigns unique IP addresses to hosts.

      We use DHCP to automate the process of IP address assignments, so that we don’t have to manually assign IP addresses to computers or devices in large networks.

    35)Ok. Can you tell me, in a bit more detail, how DHCP works?

    Ans:

    • Yes.
    • A computer runs the DHCP client and sends a broadcast message requesting an IP address.
    • The DHCP server sends an IP address to the computer.
    • The computer accepts the IP address by sending a message back to the server.
    • The server sends an ACK message along with subnet mask, default gateway and other network details.

    36)What is SCSI?

    Ans:

      SCSI stands for Small Computer System Interface. It’s a type of fast, parallel bus that is used to connect several devices within the computer, including hard disks, scanners, CD-ROM, and tape drives.

    37)What are all the different forms of help desk available?

    Ans:

      There are four different types of help desk available to help the users:

    • Phone
    • Face to face meeting
    • Email services
    • Web

    38)Name a few self-management skills for a service help desk analyst?

    Ans:

      The below are a few important self-management skills for service help desk analyst such as;

    • Time- management skills
    • stress-management skills
    • Learning skills
    • Information-retrieval skills
    • Organizational skills

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

    Ans:

      Having IT and Computer skills would be an added advantage for any Help desk service associate, and even the many organizations provide the software to minimize the workload and this software may help you to communicate with the customer effectively.

    40)What do you do if your PC doesn’t turn on in one go?

    Ans:

      First and foremost you need to check the cable connection and electricity supply first, and if you find no problem with them, finally you should report the problem to the IT department of the company.

    41)What does your troubleshooting process look like?

    Ans:

      The process is as follows;

    • Firstly, you need to gather information from the customer.
    • Now identify the issue/ problems and then perform verification.
    • Now it’s time to perform common bug fixes quickly.
    • If you will not get a successful result, go for the additional online resources and further issues related to the issue.
    • Once you found the solution, perform appropriate repairs or replacement if it requires.
    • After you find the proper solution then implement it.
    • Last step is to test everything thoroughly to ensure this works perfectly.
    Troubleshooting process
    Troubleshooting process

    42)What do you know about Microsoft Office 365?

    Ans:

      Microsoft office is one of the windows products available on a subscription-based service. This can be accessed through the internet and one advantage is that it does not use the space on your personal computer if you are not stored there. You can also run the SaaS applications in the cloud service and this doesn’t make them a cloud application.

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

      There are three fundamental abilities required for an ideal help desk person they are;

    • You should have the ability to listen to others
    • Must have the ability to present your thoughts clearly
    • Try to be patient especially when you are in a tense situation.

    44)What are your suggestions for sharing a workspace?

    Ans:

      The important factors will follow such as;

    • You should use the shared areas with respect and courtesy
    • Avoid foods with strong smells/ bad odors
    • Use discretion when displaying your items.

    45)In a situation where the caller did not understand what you are explaining, what would you do?

    Ans:

      In this situation, you should follow the below steps;

    • Firstly you should repeat the question and try to understand the customer related issues.
    • If the customer is annoyed and is not ready to listen to what you are explaining, the best thing to do is to transfer their call to your superior officers or another technical assistant.

    46)If the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?

    Ans:

      In this case, the help desk associate’s main responsibility is to give a satisfactory solution to their customers, and if the customer is not yet solved, follow up the needs to be taken till their problem is not solved.

    47)What can you do to optimize hard drive performance on windows?

    Ans:

      Here you need to use the defrag option to speed up the hardware drive and computers’ overall performance by optimizing the hard drives on windows.

    48)Have you seen the blue screen of death?

    Ans:

      The blue screen of death will display the stoop or fatal error message which indicates the windows have become unstable and stops immediately.

    49)Which network protocol have you used?

    Ans:

      The network protocol which we are using here is TCP/IP (transmission control protocol/ Internet protocol).

    50)As a help desk analyst, what steps will you take to remove malware?

    Ans:

      As a help desk analyst, I will take the following steps to remove the malware;

    • Anti-spyware
    • Anti-virus software
    • Recovery console.

    51)How do you troubleshoot the DNS problem?

    Ans:

      You can troubleshoot any DNS problem with the help of the nslooKup-query internet server interactively.

    Troubleshoot the DNS problem
    Troubleshoot the DNS problem

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

    Ans:

      Here users can view any information about system events and application errors on windows with the help of Event viewer.

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

    Ans:

      This is one more important question asked by the interviewer; here they test your man-management and interpersonal skills. Help desk staff frequently encounter cases of irritated or upset customers and co-workers. However, in any situation, you should remain calm, and politely solve any kind of issues or queries.

    54)As a service desk manager, what is your management style?

    Ans:

      In my experience delegating responsibility and authority is crucial. A team needs to be able to develop and grow as individuals and a whole, not be held back by low expectations or ego.

      I believe in building a team. Each member of the team should be clear on their role, know where they fit in and feel as though they can depend on one another. I also believe in real-time feedback. If you do something wrong you should know it immediately. Regardless of right or wrong, the further removed feedback is in time, the less effective it is.

    55)Tell me about yourself

    Ans:

      In polling hundreds of different companies & HR departments, this is by far one of the most frequently asked questions in any job interview. Your interviewer will use this as an icebreaker, ideally to put you at ease and get you speaking openly and honestly.

      While you definitely want to be prepared for this question, you certainly don’t want to make your answer sound memorized. Keep in mind, while this question may sound like an invitation to share your life story, you can be assured your interviewer has very little interest in hearing about everything you’ve ever done.

      The person giving the interview has a job to do as well – respect their time. Unless you are asked about something specific, focus on your education, your work history, relatable hobbies and outside interests, as well as your current situation.

      Be sure to start chronologically and tell a linear story. Start where you feel is sensical, then work your way up to the present.

    57)I’m curious – how did you come to find out about our company and what do you know about us?

    Ans:

      This can be a great way to stand out from other applicants and demonstrate initiative. Almost every company will have a website, Facebook page, Instagram account, or some sort of digital footprint. Spend a bit of time doing some online research:

    • If they have a website, check out their “About us” or “Culture/Mission/Vision” pages.
    • Who are some of the principal people who work there? Who are the founders?
    • What sorts of things does this company care about? Do they donate to a particular cause or charity? Which one(s)?
    • What are their core values? Which of their core values resonate with you?
    • Has the company been in the news recently or have they won any awards (Social Media can be a great place to find this information).
    • While your interviewer won’t expect you to have in-depth company history, a little here can go a long way.

    58)I don’t expect you to go into too much detail – but why are you leaving your last job?

    Ans:

      An innocent question. But a question that if answered improperly, can be a deal breaker. While many individuals will be looking for a new job as a means of increasing their salary, “not being paid well enough at your last job” is not something you want to mention to your interviewer.

    59)What are your strengths?

    Ans:

      While this question is an invitation to do some chest pounding, remember to illustrate strengths that will benefit the employer and are relative to the position. For example:

    • being a problem solver
    • being a motivator
    • being a natural leader
    • the ability to perform under pressure
    • a positive attitude
    • loyalty
    • Are typically all solid strengths, but again, consider the position. For example, mentioning you are an excellent “team player” in a job where you largely work alone suddenly becomes irrelevant to the employer and demonstrates a genuine lack of self awareness.
    • Beyond this, present your strengths with confidence – this is not the time to be modest.

    60)What are your weaknesses?

    Ans:

      Another tricky one. The purpose of this question is to see how you view and evaluate yourself.

    • One the one hand, if you suggest you don’t have any weaknesses, your interviewer will almost certainly see you as a liar, egotistical, or both.
    • Don’t fall into the trap of trying to present a positive skill in disguise as a weakness, like “I work too hard” or “I am a perfectionist”. Any experienced interviewer will see through this in a heartbeat.
    • Additionally, revealing that “I’m not really a morning person and have been known to come in late” raises immediate and obvious red flags.

    61)What do you see yourself doing in five years?

    Ans:

      This one is all about job commitment.

    • Some people make job hopping a career in of itself, and your answer here can be telling. Here, your interviewer is determining if you are:
    • someone who sets goals
    • someone who has a vision
    • someone who is reliable
    • someone who demonstrates commitment
    • someone who is loyal
    • While no interviewer expects someone to stay at a company forever, try and craft your response in such a way that shows progression in your career, and alignment with the Company’s needs and future. Again, self awareness is key – your employer doesn’t want to send you down an unwanted path, resulting in wasted time and energy for everyone.

    62)Do you have any questions?

    Ans:

      This one you can almost be assured will be asked, and you better have some ready.

      By asking questions you demonstrate initiative, and show that you care enough about the job to have done some research. Ask questions that focus on areas where you can be an asset. Beyond this, other questions may be more direct including productivity, expectations, training, and other logistics. All this being said, try and limit the questions to no more than three or four.

      Lastly you’ll want to ask about the next step in the process and when to expect to hear about the position.

    63)Why do you want to work as a helpdesk msp integrations?

    Ans:

      Just do not say that you simply deserve it, after years of working as a help desk assistant or technician. The fact that you excel in helping people on the call to solve their technical problems does not make you a good candidate for the managerial role.

      It can help though, because you know the job of the employees you’ll manage inside out. You know the challenges they may face, the low times, high times, you can spot early when someone struggles with motivation. But it’s not enough. Try to focus on your excellent management skills, and other things that make you a good candidate. Perhaps you are an excellent motivator, help your people grow and become the best technicians they can be.

      Or you have years of managerial experience under your belt, and what you learned in your past roles prepared you perfectly for this one. These are the things you want to bring onboard–not the things you want to take, such as an excellent salary. Hiring managers want to hear primarily about them, though you can also mention what the job will bring to your life–good salary, professional recognition, opportunity to change something big in the company, etc.

    Helpdesk msp integrations
    Helpdesk msp integrations

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    64)Imagine that we hire you for this job. What will be the first thing you do?

    Ans:

      Best managers make data-driven decisions. And unless you apply for a job in a company that is just starting their service desk (which is unlikely), they will have some data, such as:

    • number of employees on various shifts
    • number of phone calls/emails addressed each day
    • average response time
    • average rating of the customers, and whether they left rating
    • Looking into data, you will try to identify immediate areas for improvement. You can also suggest having a one on one with all service desk workers, just to
    • understand who you will manage, what they expect from you, and what you can expect from them. That’s definitely a good start.
    • Another alternative is talking to the executives first, the top management. They certainly have their reports, and their goals for the help desk department (shortening response times, cutting expenses, etc). Once you know what’s on their mind, you can start your work from there.

    65)Your goal is to hire five new agents for the service desk department. Tell us how you will proceed?

    Ans:

      BestThe key is to describe the process step by step. Do not talk about posting job ads and leading interviews straight away. Because that’s not the first step. Start with working on an ideal candidate profile, and clearly defining the placement–what the people will do, what you expect them to know or have. Once you know this you will think about possible sourcing methods–job boards, LinkedIn, internal recruitment, staffing agencies, outsourcing the process, etc.

      Once you decide about your methods, you will proceed with posting your offers, collecting applications, leading interviews, and so on. Everything in an organized way, with a clear goal on your mind. That’s how you will proceed, until you eventually have the five new employees.

      Of course you may experience some roadblocks along the way. Maybe the sourcing method you chose does not bring in enough job applications. But that’s not an issue, because you have a plan B, and will proceed with it. Show the interviewers that you can think, plan, and act as a manager.

    66)How do you plan to deal with a crisis of motivation in your team?

    Ans:

      You can talk about two types of crisis, especially if they do not specify what crisis you should tackle. First one is easier–when an individual employee loses motivation. In such a case you’ll have one on one with them, talk openly, understand what’s wrong, and try to address the problem individually.

      If it’s not possible to address it, to solve the issue, you may consider relocating the employee, or even terminating their contract. Of course what you do exactly depends on the situation in the service desk department. If you are understaffed already, you won’t fire anyone, regardless of their performance.

      The second type of a crisis is more tricky–when the entire department struggles with motivation. More radical moves have to be done, and, what’s true in many cases, they may struggle because they do not like the management–your management!

      Anyway, say that you will try to come up with some incentives, or mix people on the shifts, or try some other changes to uplift the mood in the workplace. At the end of the day, everything is about communication. When the employees are under-performing, there must be a reason. You will do your best to discover the reason, and will try to address it.

    67)How will you monitor the performance of individual agents?

    Ans:

    • They probably have some system in place already, with anonymous ratings from the customers, and with tracking the number of calls, emails, and everything. Anyway, you can suggest setting up such a system–for the case they do not have it in place yet.
    • You can also suggest setting realistic and tangible goals for the agents–based on the performance tables from the past, and monitor their success in achieving these goals on a weekly basis. Another thing you can add is a regular weekly or bi-weekly one on one with each team member (can be a short one), just to identify any problems early, before they grow into some serious issue.
    • In any case, you should ensure your interviewers that you do not plan to rely on luck or guesses. You will collect data about the employees, monitor their performance, and decide accordingly.

    68)How would you deal with an underperforming technical support agent?

    Ans:

      Reveals leadership, people management, and decision-making skills.

    69)Can you describe the most difficult technical issue you have had to resolve remotely?

    Ans:

      Shows the candidate’s work experience and troubleshooting skills.

    70)How would you ensure that your technical support team consistently delivers quality customer service?

    Ans:

      Illustrates the candidate’s ability to train and manage a customer service team.

    Technical support team
    Technical support team

    71)Can you describe the process for ticket escalations you would implement?

    Ans:

      Reveals the candidate’s management skills and ability to develop an efficient escalation process.

    72)How would you deal with a customer complaint about one of your technical support agents?

    Ans:

      Shows the candidate’s people management and leadership skills.

    73)How would you proceed to explain DNS to someone with no technical background?

    Ans:

      DNS can be explained as a protocol that is responsible for providing the framework for web browsing. DNS is a computer network that offers the infrastructure which is necessary to browse the internet.

    74)What according to you is the major difference between Windows 7 and Windows 10?

    Ans:

      In Windows 7 you aren’t able to see any frequent updates, whereas Windows 10 is available with two major updates per year.

    75)How would you boost service desk agent productivity?

    Ans:

      Hiring managers often ask this question in interviews to gauge your managerial and communication skills specifically. Just as with the previous question, the answers are pretty varied and depend a lot on the specific situation you might be facing. A surefire way of showcasing yourself as a proactive service desk manager is to say you’d have an individual interview with each agent and try to spot what they might be struggling with. With that information, you could opt for providing training for tasks they might not be performing so well or simply relocating the agent to a more suitable area.

      Another alternative would be to step into your service desk manager boots and redesign the service desk department process as a whole. While it would be a bold move, showing assertiveness is of course always valuable in a job interview. Revamping how support tickets are handled, how requests are routed, and setting workflow automation are only some of the possible changes you could bring to the table. It’s a good idea to look at your current ITSM tool provider and ask yourself whether it’s the best choice for your organization.

      You want to let it be clear that your top priority is to improve productivity across the board by any means necessary. Hiring managers value these forward-thinking ideas and they’ll be glad you brought up the topic during the interview with such enthusiasm.

    76)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.

    77)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.

    78)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.

    79)What is an operating system?

    Ans:

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

    • Windows
    • Linux
    • Unix

    80)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
    Services of an operating system
    Services of an operating system

    81)What is the purpose of the service desk in an incident?

    Ans:

      Again, the primary goal of the service desk in a major incident is to establish a workaround and restore service as quickly as possible. Incident Management Reporting – If your organization has an established Problem Management process, most of the information you receive about problems will come through the service desk.

    82)What is the role of the service desk in customer experience?

    Ans:

      When it comes to user perception of IT within an enterprise, there is no doubt that the Service Desk remains one of the major drivers of customer experience. ITIL 4 defines the Service Desk as an entry and single point of contact for all users, where demand for incident resolution and service requests are received by the service provider.

    83)What is the primary role of the service desk?

    Ans:

      Amidst its many responsibilities, the primary role of the service desk is serving as a point of contact for customers and meeting customer expectations. With that in mind, most customers have some standard expectations for their interactions with a service desk.

    84)How to improve customer experience at your service desk?

      Whether a customer is sitting at a desk, working remotely or standing at the service desk’s door, offer a seamless experience to your customers to request help. Offer self-service. Enable your customers to help themselves by providing them with a knowledge base and self-service portal.

    85)What are the competencies of a service desk?

    Ans:

      Though these indicate levels within a traditional tiered framework, these competencies are applicable to most service desk approaches: Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Systematically interprets user problems and identifies solutions and possible side effects.

    86)What is the purpose of the service desk practice?

    Ans:

      The purpose of the service desk practice as defined in ITIL 4 is “ to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users.”

    87)Is the Enterprise service desk a good fit for your organization?

    Ans:

      Well, without creating the basis for a solid case in favor of the enterprise service desk, the answer is yes. The purpose of the service desk practice as defined in ITIL 4 is “ to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users.”

    88)What is an example of a service desk?

    Ans:

      For example, a service desk usually encompasses ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting. There are also usually strong links to problem and change management processes.

    89)Do your help desk and service desk metrics matter?

    Ans:

      To prove that you are delivering on that promise for employees (in the case of a help desk) and customers (in the case of a service desk), you need to establish metrics. But with so much data available to consider, it can be hard to narrow in on the help desk metrics or service desk metrics that really matter for your organization.

    90)What is enterprise service management?

    Ans:

      What is enterprise service management? Enterprise systems management is the practice of applying IT service management to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.

    91)What is a service desk in ITIL?

    Ans:

      As the ITIL service desk definition states, this help may take the form of incident resolution or service request fulfillment, but regardless of what type of help is being provided, the goal of a service desk is to deliver high-quality service to customers in a timely manner. Service desks often also include multiple ITSM activities.

    service desk in ITIL
    service desk in ITIL

    92)What are the primary ITIL service desk responsibilities?

    Ans:

      Below lists some major activities performed by this Service Desk – ITIL V3 function: Request Fulfillment: Provide an interface for users to request a service. Incident Control: Managing the life-cycle of incidents and problems. Communication: keeping stakeholders informed about the current status of issues and advising on workarounds. More item.

    93)What ITIL service desk do you use?

    Ans:

      The ITIL Service Desk is responsible for supporting the IT Organization by ensuring the accessibility and availability of the IT Service and by performing various supporting tasks. From the user’s point of view, it works as a single point of contact (SPOC) for reporting all the incidents, problems, and service requests.

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    94)What does ITIL say about the service desk solutions?

    Ans:

      According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services.

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