Top 30 Service Desk / Technical support Interview Questions Part -2

Hi viewers I already uploaded a blog regarding 30 Service desk interview questions and now sharing again 30 Service desk/ Technical support interview questions as Part 2.

You can read 30 Service desk interview questions Part -1 from this link. https://callmepandeyji.com/index.php/30-service-desk-interview-questions-and-answers/

Q01 – What is a Service Desk?

Ans:- Service desks ensure that IT processes and services are aligned with business objectives and needs. They act as a conduit between the business and IT, ensuring that the technology supports and drives business goals, rather than getting in the way. Service desk serve different functions within an organization and have unique sets of goals—all of which are supported by the ITSM team. Here, we take a closer look at each of these terms and how they relate to one another.

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Q02- What is ITSM in Service Desk?

Ans:- ITSM stands for IT service management, and is an approach designed to deliver, manage, and improve the way information technology services are provided within a business. Rather than focusing purely on the technical components of these services, ITSM emphasizes the importance of delivering IT services that meet the needs of the organization and its employees. At its core, ITSM is built on the idea that IT must be delivered as a service. This means concentrating on the employees’ needs and experiences, continuous improvement, and incorporating best practices wherever possible.

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Q03- Difference between IT Service desk and IT Help desk ?

Ans:-Service desk function in a broad sense. They usually service wider business needs rather than only focusing on addressing a user’s immediate problem. The goal is to be proactive in improving IT processes within an organization, and they are used to identify opportunities to run IT processes more efficiently. Some key traits of service desks include:

Q04-What do you mean by IT Process Engineering?

Ans:- Process engineering at a core level is simply the application of basic rules and principles in order to simplify, speed up or improve a given process in place. It is the method of analyzing, altering, and ultimately enhancing a process in order to amplify the larger system of which the process is a part.

Q05-What does a Service Desk Agent/ Analyst do?

Ans-Acting as communication centers where employees can request help and receive IT support, IT service desk are also designed to address broader business needs and increase the user’s tech experience in the workplace.

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Q06- What does Inbound & Outbound process means in Service Desk?

Ans- Inbound customer service is when the customer calls your company with a service request or an inquiry. Outbound customer service happens when an agent from your call center contacts customers to follow up on a service issue or to notify customers of new products or policy changes.

Read more about Inbound

Read more about Outbound

Q07- What do you mean by Onshore, Offshore and Onsite services in Service Desk?

Ans:- Onshore outsourcing, also known as onsite outsourcing, is receiving services from someone outside a company but within the same country. The offshore model is in contrast to overseas outsourcing, which is hiring services from people or companies outside the country.

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Q08- Tell something about the current Indian IT Industry?

Ans :- The IT sectors has been an underperformer in the bull run seen in the market in 2023, largely dragged by a weak macro environment due to prolonger deal conversions as business ramped down on IT spending. The it industry for Service desk is in trending and multiple IT companies from US want to do hire service desk from India because the cost is cheaper than US.

Q09 Difference between Private and Public Network

Ans:- Private Network:- In Internet networking, a private network is a computer network that uses a private address space of IP addresses. These addresses are commonly used for local area networks (LANs) in residential, office, and enterprise environments. Both the IPv4 and the IPv6 specifications define private IP address ranges. The GSMA defines private networks more technically as an infrastructure that is used only by devices authorized by the end-user organization. It is a dedicated network for the sole use by a single operator. Only connected devices authorized within a private network are allowed to connect to the network.

5 Examples of a Private Network

• Office Network -Office networks are commonly private in that devices on the network can’t be viewed from the outside.
• Home Network
• Data Centers.
• Critical Infrastructure.
• Virtual Private Network (VPN)

Public Network:-A public network refers to any network that is open and accessible to the general public, i.e., anyone and everyone. These networks are typically unsecured, meaning users don’t have to input a password or authorization to connect. Examples include public Wi-Fi hotspots at coffee shops, airports, and hotels.

What are some examples of public networks– Examples of public networks include, but are not limited to, the Internet, wireless, and mobile technologies.

Q10-What are the Line of Business (LOBs) for this IT Company? (Check Website)

Ans:- In this question you need to prepare according to job companies. Suppose if you are preparing for HCL technologies then you need to check HCL website and check LOBs for that company. You need to do same on different companies. Lobs means from which company they connected too or you can check HCL is working for how many companies.

Q11-XYZ Company gives service to which all sectors/ industries?

Ans:- XYZ Company gives service to winch all sectors, You need to check that on respected company website. If you are preparing interview for Infosys then you need to visit Infosys website and check the company gives services to which all sectors/industries. If you are going for interview then you should know that because HR can ask you the questions like this to test your understanding for that company.

Q12-Why is Data Privacy extremely important to IT Industry?

Ans:- First you need to understand that Data privacy is the protection of personal data from those who should not have access to it and the ability of individuals to determine who can access their personal information.

Data privacy is ensuring that sensitive data, such as financial information or medical records, is only accessed by authorized personnel. This can be achieved through access control measures, such as usernames and passwords, or biometric authentication. Encrypting data is another example of data privacy. It is very important for any IT industry.

Q13-What are KRA & KPI in Service desk(in terms of Performance Appraisal)?

Ans:-Key Result Areas (KRA) and Key Performance Indicators (KPI) help companies set goals for their employees and measure performance based on those objectives. Successful companies split the overall organization’s goals into various KRAs. KPIs are then created and mapped against the KRAs.

Read More:-Reference Website

Q14-What is TAT, SLA & CSAT (in terms of customer deliverables)?

Ans– SLA (Service Level Agreement) , a written document executed by the Company and Client regarding the services that would be provided.

TAT (Turn Around Time), the time required to be quoted to the customer in case of any issue handled as to when can the other party expect a resolution to the raised issue.

CSAT (Customer satisfaction score), CSAT, or customer satisfaction score, is a commonly used metric that indicates how satisfied customers are with a company’s products or services. It’s measured through customer feedback and expressed as a percentage (100% would be fantastic – 0% would be terrible).

Q15-What is 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.

Q16:- Top 10 Microsoft applications used in corporate companies for Service Desk.

Ans:- Teams, Outlook, One Note, One drive, Ms Word, Ms Powerpoint, Excel, Access(PC Only), Publisher (PC Only), PowerBi ( Report Builder)

Q17:- What is an Operating System? Which are the common OS available in the market?

Ans:- An operating system is a software that acts as an interface between computer hardware components and the user. It manages the resources and operations of the computer, such as memory, CPU, security, file system, and devices. It also provides common services for other software programs to run on the computer.

Some examples of operating systems are Windows, Android, iOS, Linux, and Mac OS.

Q18:- What is the latest version of Microsoft OS?

Ans:- Microsoft OS is a general term that refers to the operating systems developed by Microsoft. The most popular and widely used Microsoft OS is Windows, which has several versions for different devices and purposes. The latest version of Windows for PCs is Windows 11, which was released on October 18, 20221. The latest version of Windows for mobile devices is Windows 10 Mobile, which was released on March 17, 2016. The latest version of Windows for servers is Windows Server 2022, which was released on September 1, 2021.

Q19:- What is a Task Manager? How to use it if any application is hung?

Ans:- A Task Manager is a utility tool that helps you manage the applications and processes that are running on your computer. You can use it to see how much system resources they are using, and to force them to close if they are not responding or causing problems1.

There are several ways to open Task Manager on Windows 10, such as:
Right-click the taskbar and select Task Manager from the pop-up menu.
Press Ctrl + Shift + Esc on your keyboard.
Press Ctrl + Alt + Delete and select Task Manager from the screen that appears.
Press Win + X and select Task Manager from the power-user menu.
Type taskmgr in the Run box (Win + R) or the Start menu search box and press Enter.
Once you open Task Manager, you can switch to the Processes tab to see the list of applications and processes that are running on your computer. You can sort them by name, status, CPU, memory, disk, or network usage by clicking on the column headers. You can also expand a group of processes by clicking the chevron-right icon or by right-clicking and selecting Expand.
To end a task that is not responding or causing problems, you can select it from the list and click the End Task button at the bottom-right corner of the window. This will force the task to close immediately, but you may lose any unsaved work in that application. Alternatively, you can right-click the task and select End Task from the context menu.
You can also use the Command Prompt to end a task by typing the command:
taskkill /IM executablename.exe
where executablename.exe is the name of the executable file of the task you want to end. For example, to end Microsoft Edge, you can type:
taskkill /IM msedge.exe
You can find the executable name of a task by right-clicking it in Task Manager and selecting Properties.

Q20:- What is an IP Address?

Ans:- An IP address is a unique address that is assigned to a device connected to a computer network that uses the Internet Protocol for communication. It is a string of numbers written in a certain format, such as 192.0.2.1 or 2011:0bd9:75c5:0000:0000:6b3e:0170:8394. IP addresses serve two main functions: network interface identification, and location addressing.
There are two versions of the Internet Protocol in common use on the Internet today: IPv4 and IPv6. IPv4 uses 32 bits for the IP address, which means it can support up to 4.3 billion addresses. IPv6 uses 128 bits for the IP address, which means it can support up to 340 undecillion addresses.

Q21:-What is LAN?

Ans:- A LAN, or local area network, is a network of devices that are connected in a small geographic area, such as a home, office, or school. A LAN allows the devices to share data, resources, and Internet access. A LAN typically uses Ethernet, WiFi, or both to connect the devices.
Some benefits, types, or components of a LAN.

Benefits: A LAN can provide faster and more reliable data transfer, lower costs, easier management, and enhanced security for the devices and users on the network .

Types: There are different types of LANs based on their size, topology, or architecture. Some common types are Ethernet, WiFi, Token Ring, FDDI, and ATM .

Components: A LAN typically consists of four main components: devices, cables, switches, and routers. Devices are the computers, printers, scanners, and other peripherals that connect to the network. Cables are the wires or fibers that link the devices. Switches are the devices that forward data packets within the network. Routers are the devices that connect the LAN to other networks or the Internet .

Q22:- What is WAN?

Ans:- A WAN, or wide area network, is a large network of devices that are connected over a wide geographic area, such as across cities, countries, or continents. A WAN allows the devices to share data, resources, and Internet access. A WAN is essentially a network of networks, with the Internet being the world’s largest WAN.

Some benefits, types, or components of a WAN.

• Benefits: A WAN can provide greater connectivity, scalability, and flexibility for the devices and users on the network. It can also enable access to remote resources, applications, and services that are not available on a LAN.
• Types: There are different types of WANs based on their transmission technology, topology, or architecture. Some common types are leased line, circuit switching, packet switching, cellular, satellite, and VPN.
• Components: A WAN typically consists of four main components: devices, transmission media, switches, and routers. Devices are the computers, servers, printers, and other peripherals that connect to the network. Transmission media are the wires, fibers, or wireless signals that carry the data. Switches are the devices that forward data packets within the network. Routers are the devices that connect the WAN to other networks or the Internet.

Q23:- What is a Router?

Ans:- A router is a device that connects two or more networks and forwards data packets between them based on their destination IP addresses. A router can also allow multiple devices to share the same Internet connection. Routers operate at the network layer of the OSI model and use routing tables to determine the best path for each packet.

• Types: There are different types of routers based on their size, purpose, or technology. Some common types are home routers, wireless routers, enterprise routers, core routers, and edge routers.
• Functions: The main function of a router is to connect two or more networks and forward data packets between them based on their destination IP addresses.
  Routers also perform other functions such as network segmentation, internet connectivity, network address translation, and security.
• Features: Routers have various features that enhance their performance, functionality, and usability. 
  Some of these features are single or dual band Wi-Fi, traditional or gigabit Ethernet, IPv4 and IPv6 support, network address translation, firewalls, and VPN.

Q24:- What is a Switch (in LAN)?

Ans:- A switch is a device that connects multiple devices within a local area network (LAN) and forwards data packets to the specific device that is intended for. A switch operates at the data link layer of the OSI model and uses MAC addresses to identify the devices on the network.
A switch can improve the performance and security of a LAN by reducing collisions, congestion, and broadcast traffic. A switch can also create virtual LANs (VLANs) to further segment the network into smaller groups of devices.

Q25:- What is Outlook? Have you ever used it? If yes, please describe it in short.

Ans:- Outlook is a personal information manager software system from Microsoft that can be used for email, calendar, contacts, tasks, and more. It is available as a part of the Microsoft 365 software suites, or as a standalone application for Windows, Mac, or mobile devices.

Yes, I have used Outlook before. I use it to communicate with users like you, and to manage my schedule and tasks. I find it very useful and convenient to access my data and services from any device. Outlook also has many features and benefits that I can tell you more about if you are interested.

Q26:- What is MS Office 365 Suite?

Ans:- MS Office 365 Suite is a subscription-based service that provides access to various Microsoft products, apps, and services, such as Word, Excel, PowerPoint, Outlook, OneDrive, Teams, and more. It allows you to create, collaborate, and share your work on multiple devices and platforms, and also offers cloud storage, security, and support features.

Q27:- Do you know about MS Excel, MS Words & MS PowerPoint? Please describe.

Ans:- Yes, I know about MS Excel, MS Words & MS PowerPoint. They are three of the main programs in the Microsoft Office Suite, which is a subscription-based service that provides access to various Microsoft products, apps, and services1. Here is a brief description of each program:

• MS Excel is a spreadsheet application that allows you to manage and organize data. You can capture data, record information over time, and analyze the data by creating charts and graphs using that data.
• MS Words is a word processor that allows you to create documents such as reports, proposals, books, and more. You can use various formatting tools, templates, and add-ins to enhance your documents.
• MS PowerPoint is a presentation software that allows you to create slideshows for various purposes. You can use animations, transitions, photos, videos, and other elements to make your presentations more engaging and interactive.

Q28:- Do you know how to use any Formula/ Pivot in MS Excel?

Ans:-Yes, I know how to use formulas and pivot tables in MS Excel. Formulas are expressions that perform calculations on values in a worksheet. Pivot tables are interactive tables that summarize and analyze large amounts of data. You can use formulas and pivot tables to perform various tasks, such as:

• Calculate values based on data in other cells or fields.
• Apply functions, such as SUM, AVERAGE, COUNT, or IF, to data.
• Create custom calculations using operators, constants, and references.
• Filter, sort, group, and format data in different ways.
• Change the layout, design, and options of the pivot table.
• Create charts, slicers, and timelines based on the pivot table data.

Q29:- What is VPN?

Ans:- A VPN (Virtual Private Network) is a technology that enhances your online privacy and security. Here’s how it works:

1. Secure Connection: When you use a VPN, your internet traffic is encrypted and sent through a secure tunnel. This ensures that your data remains confidential and protected from eavesdropping.
2. Hide Your IP Address: A VPN masks your IP address, making it difficult for websites, advertisers, or malicious actors to track your online activities. It assigns you a different IP address based on the server location you choose.
3. Bypass Geo-Restrictions: With a VPN, you can access content that might be restricted in your region. By connecting to a server in a different country, you can unblock websites, streaming services, and other online resources.
4. Enhanced Security on Public Wi-Fi: When you connect to public Wi-Fi networks (such as in cafes or airports), a VPN adds an extra layer of security. It prevents hackers from intercepting your data and protects you from potential threats.
5. Privacy: A VPN keeps your online activities private from your internet service provider (ISP) and other third parties. It’s especially useful if you’re concerned about surveillance or data collection.
6. Types of VPNs:
   • Paid VPNs: These prioritize user security and privacy. They offer better performance, customer support, and additional features.
   • Free VPNs: While free VPNs exist, they often come with limitations, such as slower speeds, data caps, and potential privacy risks. Some free VPNs may even track your browsing habits and display ads.
7. Popular VPN Features:
   • Encryption: Protects your data from interception.
   • Server Locations: Allows you to choose a server in a specific country.
   • Kill Switch: Automatically disconnects you if the VPN connection drops.
   • Malware Protection: Guards against malicious websites.
   • Dark Web Monitoring: Alerts you if your account details appear on the dark web.

Two reliable VPN providers are:

1. NordVPN: NordVPN offers strong encryption, a wide range of servers in 61 countries, and advanced features like obfuscated servers and a dark web monitor. It’s available for various devices, including Windows, macOS, Linux, Android, and iOS.
2. ProtonVPN: ProtonVPN prioritizes privacy and offers community-supported features. It’s designed to keep your internet connection secure and private, allowing you to watch streaming services while protecting your data.

Q30:- What is Intranet?

• Importance of Intranet:
• Internal Communication: Intranets enhance communication within organizations.
• Employee Connectivity: It connects employees across different locations and time zones.
• Recognition and Reward: Intranets facilitate employee recognition and reward programs.
• Onboarding: They simplify the onboarding process for new employees.
• Organizational Clarity: Intranets provide clarity on company policies, news, and announcements.
• Features of Intranet:
• Document Management: Allows storage, organization, and sharing of documents.
• Collaboration Tools: Enables teamwork on projects and tasks.
• News and Announcements: Provides a platform for sharing company news.

Q31:- What is the name of latest windows Server?

Ans:- Microsoft Windows Server 2022 is the latest version of the popular server operating system developed by Microsoft. It was released in the summer of 2021 and brought several new features and improvements over its predecessor, Windows Server 2019.