By callmepandeyji.com Hi viewers I already uploaded a blog and video regarding Service desk interview question and now sharing again Service desk/ Technical support interview questions as Part 3.
You can read 30 Service desk interview question Part -1 from this link. https://callmepandeyji.com/30-service-desk-interview-questions-and-answers/
Q1: What else Active Directory can do?
Answer: Active Directory (AD) is not just for authentication; it also helps:
• Centralized user and group management.
• Enforce policies (via Group Policy).
• Manage computers, printers, and shared resources.
• Provide Single Sign-On (SSO).
Example:
“In our service desk, we use AD to reset user passwords, unlock accounts, add users to groups for shared folder access, and apply policies like restricting USB ports company-wide.”
Q2: Roles in Active Directory?
Answer: AD has 5 Flexible Single Master Operations (FSMO) roles:
• Schema Master
• Domain Naming Master
• RID Master
• PDC Emulator
• Infrastructure Master
Example:
“We escalated an issue to the server team when users couldn’t log in because the PDC Emulator was down. As a service desk analyst, knowing the PDC’s role helped me explain the issue to the user in simple terms: the login server was unavailable.”
Q3: What is Remote Desktop Server?
Answer:
A Remote Desktop Server allows multiple users to log into a Windows server remotely and use applications, as if they’re using a local PC.
Example:
“In our company, we have an RDS server where finance staff run their accounting software remotely. Once a user reported they couldn’t log in; I checked and saw they’d exceeded the session limit, so I disconnected an idle session and they could log in.”
Q4: What is Group Policy?
Answer: Group Policy is a way to enforce settings and restrictions on computers and users in a domain.
Example:
“One user couldn’t change their desktop wallpaper, and they complained. I explained it was restricted by Group Policy applied to all staff to display the company logo.”
Q5: What is Windows Page File?
Answer: It is a hidden file on the hard drive used as virtual memory when the system runs out of physical RAM.
Example:
“A user reported their computer was very slow with multiple apps open. I explained the system was using the page file heavily because of low RAM.”
Q6: How many types of IP addresses are there?
Answer: In IPv4, there are:
• Private IP
• Public IP
• Static IP
• Dynamic IP
• Loopback
Example:
“When troubleshooting, I noticed the user’s PC had an APIPA (169.x.x.x) private IP, meaning it didn’t get a DHCP lease, so I released/renewed it.”
Q7: Give an example of Class A IP address.
Answer: Class A range: 1.0.0.0 to 126.255.255.255
Example: 10.0.0.5 is a common private Class A IP.
Example in service desk:
“Our servers use Class A private IPs like 10.0.1.10, while desktops use Class C.”
Q8: Do we have Classes in IPv6 as well?
Answer: No, IPv6 doesn’t use address classes like IPv4. It uses different types of addresses (unicast, multicast, anycast).
Example: “Our network team configured IPv6, and I explained to a user that IPv6 doesn’t have Class A/B/C but works differently.”
Q9: Have you worked on IIS?
Answer: IIS (Internet Information Services) is a web server used to host websites.
Example: “I once had to restart the IIS service on a server because the company intranet site was down. We used iisreset command and it came back online.”
Q10: Printer not working since morning, how would you troubleshoot it?
Answer: Step-by-step with example:
1. Check if printer is powered on and cables connected.
2. Ping the printer’s IP from your PC.
3. Check if printer is set as default.
4. Restart the print spooler service.
5. Check for paper jam or toner issues.
6. Reinstall printer driver if needed.
Example:
“I helped a user whose prints were stuck in queue. I cleared the print queue and restarted the spooler service, then the printer started printing again.”
Q11: What is DNS and how it works?
Answer: DNS (Domain Name System) resolves domain names into IP addresses.
Example: “When a user couldn’t access www.company.com, I checked and the DNS was misconfigured, so I set it to the correct DNS server and it worked.”
Q12: What are two ZONES in DNS?
Answer:
• Forward Lookup Zone: Name → IP.
• Reverse Lookup Zone: IP → Name.
Example:
“We use forward zone to resolve our email server’s name to IP, and reverse zone for auditing and logs.”
Q13: How does DHCP server work?
Answer: DHCP (Dynamic Host Configuration Protocol) automatically assigns IP addresses to devices on the network.
Example:
“When a user got a 169.x.x.x IP, I realized DHCP wasn’t reachable. I released and renewed their IP and verified the DHCP scope was available.”
Q14: A user calls in and says, ‘I can’t access any websites, but my colleague next to me can browse the internet just fine.’ What steps would you take to troubleshoot this?
Ans:- First, I would politely ask the user to confirm what exactly they’re experiencing — for example, are they seeing a specific error message in the browser. Then I would check if the machine is physically connected to the network — either via Wi-Fi or Ethernet.
If it’s Wi-Fi, I’d ask if they’re connected to the correct network. If it’s Ethernet, I’d check for a loose cable. Next, I’d try to ping a known website like google.com to see if there’s any connectivity. If that fails, I’d check the IP settings to ensure the machine has a valid IP address.
If needed, I would restart the network adapter or advise the user to reboot the machine. Throughout the process, I’d keep the user informed and log the issue in our ticketing system like ServiceNow.
Q15: Can you explain the difference between an IP address and a MAC address, and give an example of when each one is used?
Ans:- An IP address is a logical address assigned to a device so it can communicate on a network, especially across different networks like the internet. For example, your laptop might have an IP like 192.168.1.10. It’s used for routing data between devices.
A MAC address is a physical address that’s hardcoded into the device’s network interface card — like 00:1A:2B:3C:4D:5E. It’s used for communication within the local network (LAN).
For example, when a device connects to a Wi-Fi router, the router uses the MAC address to identify it locally, and the IP address to communicate on the broader network.
In troubleshooting, we might use the IP address to ping a device or check for conflicts, and the MAC address to identify or block a device on the network.
Q16: Imagine a user calls in and they’re very frustrated because their email has been down all morning. How would you handle the situation?
Ans:- First, I would calmly acknowledge the user’s frustration and say something like, ‘I’m really sorry to hear your email has been down, I understand how important that is, and I’ll do everything I can to help you get back up and running.’
Then I’d start gathering details by asking questions like: ‘Are you getting an error message?’ or ‘Is it affecting Outlook, webmail, or both?’
I’d check the user’s account status in Active Directory and Office 365, look for service outages, and verify mail flow if needed. Throughout the process, I would keep the user informed so they don’t feel ignored.
If it’s a known issue, I’d let them know we’re already working on it and give an estimated resolution time. Finally, I would log everything in ServiceNow and follow up if required.
Q17 – A user says they can’t log in to their computer. They’re getting an error saying ‘incorrect username or password.’ How would you troubleshoot this using Active Directory? (Active Directory Scenario)
Ans:- First, I would ask the user to confirm they’re entering the correct username and if they recently changed their password. Sometimes it’s a simple typo or expired password.
Then I would open Active Directory and search for their user account. I’d check if the account is:
- Disabled
- Locked out
- Password expired
If the account is locked, I would unlock it. If it’s disabled and they are still an active employee, I’d re-enable it after verifying with the proper team if needed.
If the password has expired or needs resetting, I would reset it to a temporary one and instruct the user to change it on login. I’d also make sure they’re logging in to the correct domain and not offline.
After resolving the issue, I’d test with the user and confirm they can log in, then log the resolution in ServiceNow.
Q18:- Tell me about a time when you didn’t know how to fix an issue. What did you do? (Behavioral Question)
Ans-I first checked the user’s IP configuration, reset the network adapter, and verified that the cables were properly connected. However, the issue continued.
I realized the problem might be related to deeper switch or firewall settings, which I wasn’t fully trained on. So I documented everything I had done and escalated the issue to the L2 team with all the details.
The issue was resolved by them, and they later explained the root cause to me which helped me learn something new.
This taught me the importance of escalating with proper documentation and always being open to learning from others.
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