Get Hired in 2024: Expert Answers to Service Desk/Technical Support Interview Questions Part 1

Service desk job is very good job but you need to prepare for that and below questions will help you to prepare for interview.

I uploaded a full Video on this Question you can watch from below link.

How to introduce your self|| Best Self Introduction video ever || Must watch Video

Service Desk 30 interview questions Part 2

Q02. How to do troubleshooting in Service desk

We have to do troubleshooting in steps wise. Go throw with the Below steps.

Step 1: Define the problem The first step of solving any problem is to know what type of problem it is and define it well. …

Step 2: Collect relevant information You need to gather all the available information about the machine and its operations. …

Step 3: Analyze collected data …

Step 4: Propose a solution and test it …

Step 5: Implement the solution

Click here to read full Article

Q03. What is ITIL in Service Desk?

Ans: ITIL stands for “Information Technology Infrastructure Library” is the world’s most widely used IT Service Management framework. ITIL gives direction to an organization and people to utilize IT as a tool to encourage business change, transformation, and development. The goal is to improve efficiency and achieve predictable service levels.

Q04. What would you do if the customer does not understand what you are trying to explain?

Ans: The best thing here to do is to repeat the question and see if the person understands you. If they don’t understand, I will transfer my call to another assistant who can help them with their issue.

Q05.What do you know about Microsoft office 365 in Service Desk?

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.

Q06.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.

Q07. Why did you leave your previous job?

Ans: Sir/mam, it’s a career move. I have learned a lot from my past job. But now, I am focused on a new challenge.

Q08. What is Bit locker?

Ans: BitLocker is a full volume encryption feature included with Microsoft Windows versions starting with Windows Vista. It is designed to protect data by providing encryption for entire volumes. By default, it uses the AES encryption algorithm in cipher block chaining or XTS mode with a 128-bit or 256-bit key

Q09. What is SCCM?

Ans: Microsoft System Center Configuration Manager (SCCM) is a Windows product that enables the management, deployment and security of devices and applications across an enterprise. Amongst other potential uses, administrators will commonly use SCCM for endpoint protection, patch management and software distribution.

Q10. Difference between 32 BIT and 64 BIT.

Ans: When it comes to computers, the difference between 32-bit and a 64-bit is all about processing power. Computers with 32-bit processors are older, slower, and less secure, while a 64-bit processor is newer, faster, and more secure

Q11. What is Domain?

Ans: Domain name is the address of your website that people type in the browser URL bar to visit your website. In simple terms, if your website was a house, then your domain name will be its address.

Q12. What is safe mode? What is the use of safe mode?

Ans: Safe mode is a diagnostic mode of a computer operating system (OS). It can also refer to a mode of operation by application software. Safe mode is intended to help fix most, if not all, problems within an operating system. It is also widely used for removing rogue security software.

Q13. How to configure network printer?

Ans: This is also very important question in Service Desk Click on the Start button, and then select Devices and Printers.

1. In the Devices and Printers window, click on Add a printer.
2. In the Add Printer window, click on the option Add a local printer.
3. Select Create a new port, and then select Standard TCP/IP Port from the drop-down menu. …
4. Enter the IP address of your printer.
5. Connect

Q14. What is Active Directory? What activities we can perform in active directory in Service Desk?

Ans: Active Directory (AD) is Microsoft’s proprietary directory service. It runs on Windows Server and enables administrators to manage permissions and access to network resources. Active Directory stores data as objects. An object is a single element, such as a user, group, application or device such as a printer.

Q15. Is it possible to recover deleted file or folder from one drive in O365?

Ans: If you accidentally delete a file or folder in OneDrive, you may be able to recover it later from the OneDrive recycle bin. … In the navigation pane, select Recycle bin. Select the files or folders you want to restore by pointing to each item and clicking the circle check box that appears, and then click Restore.

Q16. Explain on PING Command?

Ans: The ping command is a Command Prompt command used to test the ability of the source computer to reach a specified destination computer. … The ping command operates by sending Internet Control Message Protocol (ICMP) Echo Request messages to the destination computer and waiting for a response.

Q17. What is IP address and how to check IP.

Ans:- IP address is a unique address that identifies a device on the internet or a local network. IP stands for “Internet Protocol,” which is the set of rules governing the format of data sent via the internet or local network. An IP address is a string of numbers separated by periods. Service desk employee should know that IP addresses are expressed as a set of four numbers — an example address might be 192.158.1.38. Each number in the set can range from 0 to 255. So, the full IP addressing range goes from 0.0.0.0 to 255.255.255.255.

How to Check IP address in any computer.

The Windows Command Prompt tool can also help you get your public IP address. Here’s how to find your external IP address with Command Prompt.

1. Open the Start menu and type cmd.
2. Enter the following command into the Command Prompt and press Enter: Ipconfig

Q18. What is operating system.

An Operating System (OS) is a software that acts as an interface between computer hardware components and the user. Every computer system must have at least one operating system to run other programs. Applications like Browsers, MS Office, Notepad Games, etc., need some environment to run and perform its tasks.

Q19. If you get 404 page not found error, then what will you do as a service desk engineer ?

Ans: A 404 error is an HTTP status code that means that the page you were trying to reach on a website couldn’t be found on their server. To be clear, the error indicates that while the server itself is reachable, the specific page showing the error is not. 404 Not Found error messages are frequently customized by individual websites. So, keep in mind that the error might show up in just about any way imaginable depending on what website it’s shown from.

Technically, an Error 404 is a client-side error, implying that it’s your mistake, either because you typed the URL incorrectly or the page has been moved or removed from the website and you should have known. Another possibility is if a website has moved a page or resource but did so without redirecting the old URL to the new one. When that happens, you’ll receive a 404 error instead of being automatically routed to the new page.

How to Fix the 404 Not Found Error

Retry the web page by pressing F5, clicking/tapping the refresh/reload button, or trying the URL from the address bar again.

You can clear Cache memory and try again to open that website.

Q20. What do you mean by the Service desk?

Ans: The service help desk is a kind of technical support provided by organizations to help the users related to any queries. This is considered as a single point contact, the user may contact them online or offline.

Q21. 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.

• Social: Missing social markup!

Q22. What do you know about Microsoft Office 365?

Ans: This is also very important questions in service desk. 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.

Q23. How should you handle a caller who refuses to calm down?

Ans: This is a fairly common question that arises during the interview. If you are an experienced professional in help desk professionals, this question is mainly intended to test your patience, your tolerance skills, and most importantly you should have the ability to keep your cool in stressful and demanding situations.

Q24.What is DNS?

Ans: DNS Stands for Domain name system. Domain name system in service desk, the system that automatically translates internet addresses to the numeric machine addresses that computers use. The domain name system (DNS) is a naming database in which internet domain names are located and translated into Internet Protocol (IP) addresses. The domain name system maps the name people use to locate a website to the IP address that a computer uses to locate that website

Q25. What is DHCP ?

Ans: DHCP stands for Dynamic Host Configuration Protocol. The Dynamic Host Configuration Protocol is a network management protocol used on Internet Protocol networks for automatically assigning IP addresses and other communication parameters to devices connected to the network using a client–server architecture.

Example: Suppose you have a computer lab of 150 Computers, and you want to assign the IP Address in all computers. So, you will assign IP Manually, and it will take so much time and also chances for duplicate Ip but if you will use DHCP then you can assign the Ip of all 150 computers at time with in second, and all Ip will be unique. There are not any chance for duplicate Ip.

Q26. Difference between Static and Dynamic IP address.

Ans: IP stands for Internet Protocol. IP address may be a distinctive numerical symbol allotted to every device on a network to spot each affiliation unambiguously.

Q27. Difference Between SSD and HDD

Ans: What is a Solid State Drive (SSD)?

Solid State Drive (SSD) is a non-volatile storage device that stores and retrieves data constantly on solid-state flash memory. However, this data is stored on interconnected flash memory chips instead of platters, which makes them faster than HDDs. It provides better performance compared to HDD.

What is a Hard Disk Drive (HDD)?

An HDD uses magnetism, which allows you to store data on a rotating platter. It has a read/write head that floats above the spinning platter for Reading and Writing of the data. The faster the platter spins, the quicker an HDD can perform. HDD also consists of an I/O controller and firmware, which tells the hardware what to do and communicates with the remaining system. The full form of HDD is Hard Disk Drive.

SSD Vs HDD Speed

In terms of speed, SSDs are much faster than HDDs because SSDs does not have electrical circuitry and moving parts as HDD. A typical 7200 RPM HDD can deliver read/write speed of 80 to 160 MB/s while a typical SSD can deliver read/write speed of 200 to 550 MB/s which makes it an ideal choice for better performance.

Q28. What is SLA in Service Desk?

Ans: SLA Stands for “Service Level Agreement” A service level agreement (SLA) refers to a legally binding contract between the service provider and one or more clients that lays down the specific terms and agreements governing the duration of the service engagement – i.e., when the client is paying for said services and the provider is obligated to deliver them.

Q29. What is BIOS?

Ans: BIOS, in full Basic Input/output System, computer program that is typically stored in EPROM and used by the CPU to perform start-up procedures when the computer is turned on. Its two major procedures are determining what peripheral devices (Keyboard, mouse, disk drives, printers, video cards, etc.)

Q30.What is the Difference between Ram and Rom?

Ans: This is very important question in Service Desk RAM and ROM both are the internal memories of the computer. Where RAM is a temporary memory, ROM is a permanent memory of the computer. There are many differences between RAM and ROM, but the basic difference is that RAM is a read-write memory and the ROM is a read only memory.

Service Desk Question and Answer Part 2

Nagpur