Top 50 Service Desk Interview Questions 2025 – Check Now

Top 50 Service Desk Interview Questions 2025 Updated — Crack your IT Helpdesk interview with real scenario Q&A for freshers & experienced.

Preparing for a Service Desk interview questions 2025?
Whether you’re a fresher or an experienced professional, this updated list of the top 50 service desk interview questions and answers will help you crack your next interview confidently.

We’ve included real-world scenario questions, technical troubleshooting Q&A, and soft skill examples that interviewers love to ask.

🟢 Section 1: Basic Service Desk Interview Questions 2025 (For Freshers)

1. What is a Service Desk?

A Service Desk is a single point of contact between users and IT support. It handles incidents, service requests, and provides communication throughout the lifecycle of a ticket.

2. What is the difference between Service Desk and Help Desk?

• Help Desk focuses mainly on fixing technical issues.
• Service Desk covers a broader scope including ITIL processes, service requests, and communication.
  👉 Read: Service Desk interview question part 3 (Internal link)

3. Why do you want to work in a Service Desk role?

A good answer should reflect your communication skills, interest in IT, and willingness to help users solve problems efficiently.

4. How would you handle a user who is frustrated?

• Stay calm and polite
• Listen carefully and acknowledge the issue
• Reassure the user you’ll resolve it or escalate if required
• Document everything in the ticketing system

5. What are common Service Desk tools you’ve used or heard of?

Examples include:

• Ticketing: ServiceNow, Jira Service Management, BMC Remedy
• Remote Access: TeamViewer, AnyDesk
• Communication: MS Teams, Outlook, Slack

6. What is SLA in Service Desk?

SLA = Service Level Agreement. It defines the response and resolution time expected for different types of tickets.

7. How would you prioritize multiple tickets at once?

• Check SLA deadlines
• Consider business impact
• Address P1 incidents (critical issues) first
• Communicate with users if delays occur

8. What are the different types of tickets you may receive?

• Incident (something broken)
• Service Request (new access, software installation)
• Problem (root cause of recurring incidents)
• Change Request (planned changes to systems)

9. How do you document a ticket properly?

• Clear subject line
• Step-by-step issue description
• Troubleshooting steps taken
• Resolution details or escalation path

10. What are soft skills important for Service Desk roles?

• Active listening 👂
• Patience and empathy
• Clear communication
• Time management
• Positive attitude

Section 2: Technical Questions for IT Helpdesk (Level 1)

11. How would you troubleshoot if a user cannot access the internet?

Step-by-step:

1. Check physical connection / Wi-Fi
2. Check IP configuration (ipconfig)
3. Ping gateway and external site
4. Check DNS settings
5. Escalate if issue is on ISP/network level

12. A user reports “printer not working” — what steps would you take?

• Check power & cable
• Ensure printer is online
• Check for error messages / paper jam
• Reinstall drivers if needed
• Try printing from another device to isolate issue

13. How would you reset a Windows user password remotely?

• Use ADUC (Active Directory Users and Computers)
• Right click → Reset Password → Set temporary password
• Ensure “User must change password at next logon” is checked

14. What is DNS and why is it important?

DNS = Domain Name System — it translates domain names into IP addresses. Without DNS, users must type IP addresses to access websites.

15. What is IP Address, and difference between IPv4 and IPv6?

• IP identifies devices on a network.
• IPv4: 32-bit (e.g., 192.168.0.1)
• IPv6: 128-bit, supports more devices.

16. How do you check network connectivity in Windows?

Answer:

• Use the ipconfig command to check IP address.
• Ping the default gateway → checks LAN connection.
• Ping an external site (e.g., 8.8.8.8) → checks Internet access.
• Use nslookup to test DNS resolution.
• If pings fail → check cable/Wi-Fi, IP configuration, DNS, or escalate to Network team.

17. What steps would you take if a user’s computer is running very slowly?

Answer:

• Check CPU/RAM usage in Task Manager.
• Close unnecessary background apps.
• Check startup programs → disable non-essential ones.
• Run antivirus scan for malware.
• Clear temp files and cache.
• Check disk space & defragment if needed.
• Escalate to L2 if issue persists.

18. A user reports they can’t log in to their system — what would you do?

Answer:

• Verify username & domain.
• Check for Caps Lock or keyboard layout issues.
• Try logging in with a different account to rule out machine issues.
• Check Active Directory status (locked/disabled).
• Reset password if necessary (with proper authorization).
• Document actions in ticket.

19. How would you troubleshoot Outlook not opening or crashing?

Answer:

• Run Outlook in Safe Mode (outlook /safe).
• Disable faulty add-ins.
• Clear Outlook cache files (.ost/.pst issues).
• Check for updates or Office repair.
• If issue persists, create a new profile.
• As a temporary fix, advise user to access Outlook Web App.

20. A user cannot access a shared network folder. What steps would you take?

Answer:

• Check if other users can access it.
• Verify network connectivity.
• Check mapped drive path / UNC path.
• Confirm user permissions (NTFS & Share permissions).
• Re-map the network drive.
• Escalate to SysAdmin if folder permissions issue exists.

21. How do you check if a user’s account is locked in Active Directory?

Answer:

• Open ADUC → locate user.
• Check “Account” tab → if locked, unlock.
• Check account expiration, password expiry, or group policies.
• Reset password if needed and document changes.

22. What is the difference between Reboot and Hibernate?

Answer:

• Reboot: Shuts down all apps, restarts OS → clears memory.
• Hibernate: Saves current state to disk → resumes faster, no reboot.
• Reboot is preferred for troubleshooting to clear temporary issues.

23. A user says they’re receiving emails but cannot send any. What would you check?

Answer:

• Check SMTP server settings.
• Verify Internet connection.
• Check Outbox for stuck emails.
• Verify mailbox quota.
• Test sending from Outlook Web.
• Check if account is blacklisted or blocked by Exchange/IT.

24. What is Safe Mode and why is it used?

Answer:
Safe Mode starts Windows with minimal drivers & services.

• Used to diagnose software conflicts, driver issues, or malware.
• If issue doesn’t occur in Safe Mode → likely a 3rd-party software/driver problem.

25. A user reports their screen is blank but the CPU is on. How will you troubleshoot?

Answer:

• Check power cable & monitor connectivity.
• Try another monitor or cable.
• Increase screen brightness or wake display.
• Check for loose RAM or GPU (if desktop).
• Restart the machine; boot into Safe Mode if needed.
• Escalate to Hardware team if no display after tests.

26. What are the common causes of Blue Screen of Death (BSOD)?

Answer:

• Faulty device drivers
• Hardware failure (RAM, HDD)
• Corrupted system files
• Incompatible updates
• Malware
  First step: note the error code, boot into Safe Mode, update drivers or roll back recent changes.

27. How do you map a network drive for a user?

Answer:

• Open File Explorer → This PC → “Map Network Drive.”
• Choose a drive letter and enter UNC path (e.g., \\Server\SharedFolder).
• Check “Reconnect at logon.”
• If required, enter credentials.
• Verify access and permissions.

28. How would you troubleshoot a VPN not connecting issue?

Answer:

• Check Internet connection.
• Verify VPN credentials.
• Restart VPN client / system.
• Check if VPN server is reachable (ping).
• Flush DNS (ipconfig /flushdns).
• Temporarily disable antivirus/firewall to test.
• Escalate to Network team if VPN gateway issue.

29. A user complains their application is freezing. How would you diagnose?

Answer:

• Check for high CPU/RAM usage.
• Check if issue is local or across multiple users.
• Restart the app / computer.
• Clear app cache/temp data.
• Check logs for error messages.
• Escalate to App Support team with logs if needed.

30. What steps would you follow to troubleshoot software installation failure?

Answer:

• Check user permissions (Admin rights).
• Verify system requirements.
• Check for pending Windows updates or restarts.
• Disable antivirus temporarily if blocking installation.
• Review installation logs for error codes.
• Run installer as Administrator.
• Escalate if error is policy/GPO related.

Section 3: Scenario-Based Service Desk Interview Questions (Q31 – Q40)

31. A VIP user reports that Outlook is not working 5 minutes before a board meeting. What will you do?

Answer:

• Acknowledge immediately — VIP = highest priority.
• Check quick fixes: restart Outlook, check Internet, clear cache.
• If not fixed in 1–2 mins → give a temporary workaround like Outlook Web.
• Inform user politely that you’ll continue working in the background.
• Keep regular updates (every 5–10 mins) until resolved.
• Document ticket and escalate to Exchange team if needed.

👉 Why this matters: Shows prioritization, communication, and calm under pressure.

32. Multiple users report they can’t access a shared application simultaneously. What’s your approach?

Answer:

• Check if the issue is widespread or isolated.
• Verify network/server status.
• Test from your own machine.
• Check monitoring tools or outage notifications.
• Log a Major Incident if confirmed system-wide.
• Communicate proactively with users, provide ETA.
• Escalate to the Application/Server team.

33. A user says their system is frequently disconnecting from Wi-Fi. How will you troubleshoot?

Answer:

• Check signal strength and router proximity.
• Restart Wi-Fi adapter or device.
• Update Wi-Fi drivers.
• Forget and reconnect to the network.
• Test with another device to rule out router issue.
• If other users face the same → escalate to Network team.

34. You receive 5 high-priority tickets at once. How do you handle them?

Answer:

• Check SLA and business impact for each.
• Quickly categorize: VIP issue, critical service outage, or individual issues.
• Address VIP or widespread impact first.
• Communicate timelines with users to manage expectations.
• If needed, escalate or delegate tickets to team members.
• Update all tickets systematically.

👉 Why this matters: Interviewers assess your prioritization & time management skills here.

35. A user calls saying their screen is frozen during a critical task. What do you do?

Answer:

• Ask what they were doing when it froze.
• Check if keyboard/mouse responds (e.g., Ctrl+Alt+Del).
• Try End Task or restart Explorer.
• If system is fully frozen, perform hard reboot.
• Document cause if identifiable (e.g., app crash, resource spike).
• Follow up to ensure work wasn’t lost.

36. An employee accidentally deleted important files from a shared drive. How will you recover them?

Answer:

• Check the Recycle Bin (if mapped).
• Use “Previous Versions” (shadow copies) to restore.
• Check daily backups or versioning system.
• Escalate to Storage/Backup team if not found locally.
• Educate user on safe file handling.

37. A user says they changed their password but now can’t log in. What steps would you follow?

Answer:

• Confirm correct username/domain.
• Check for Caps Lock / Num Lock issues.
• Ask if password was changed recently on another device.
• Force sync with domain controller (if remote, use VPN).
• If locked → unlock account in AD.
• Reset password if needed and guide through login.

38. A user accidentally clicked on a suspicious email link. What actions would you take?

Answer:

• Instruct them to disconnect from the network immediately.
• Inform IT Security team.
• Run antivirus/malware scan.
• Reset passwords if required.
• Check logs for data exfiltration or compromise.
• Educate the user on phishing awareness.

👉 Important: This scenario checks your security awareness and incident response procedure.

39. You receive a ticket for a slow network in one department. How will you diagnose it?Answer:

• Confirm scope — one user or entire department.
• Check switch port utilization or router logs if accessible.
• Test speed from multiple devices.
• Ping gateway, DNS, and external sites.
• Check for large file transfers or backups causing congestion.
• Escalate to Network team if infrastructure issue.

40. A user raises the same issue multiple times but claims “nothing ever gets fixed.” How will you handle this?

Answer:

• Review ticket history for past actions.
• Listen carefully to the user’s concerns.
• Acknowledge previous delays and apologize.
• Identify root cause or escalate to Problem Management.
• Give realistic resolution timeline.
• Follow up personally to close the loop.

Section 4: Behavioral & Soft Skills Service Desk Interview Questions (Q41 – Q50)

41. How do you handle stress in a fast-paced service desk environment?

Answer:

• Acknowledge that service desk environments can be hectic.
• Mention your use of prioritization (e.g., SLA-based), taking short breaks, and staying calm under pressure.
• Give a real example of when you managed multiple critical tickets effectively without losing quality.

👉 Why this matters: Shows emotional intelligence and time management.

42. Tell me about a time you went the extra mile for a user.

Answer:

• Example: A user had a ticket just before leaving for travel. You stayed beyond shift time to fix their VPN issue so they could work remotely.
• Focus on proactive support, not just technical skill.
• End with the positive impact (user satisfaction, appreciation email, issue resolved on time).

43. Where do you see yourself in 2 years?

Answer:

• Show growth mindset within IT support.
• Example: “In 2 years, I see myself progressing to an L2 support or IT Analyst role, improving my troubleshooting skills and mentoring new team members.”
• Avoid generic answers like “manager” or “abroad job” unless relevant.

44. How do you keep yourself updated with new technologies and tools?

Answer:

• Mention watching YouTube tech channels, reading Microsoft/IT blogs, or taking online courses.
• Highlight tools like LinkedIn Learning, Coursera, or company-provided training.
• This shows continuous learning, which is valued in IT.

45. Describe a time when you disagreed with a team member. How did you handle it?

Answer:

• Pick a non-personal conflict, like different troubleshooting approaches.
• Explain calmly how you listened, shared your reasoning, and reached a collaborative solution.
• Emphasize respect and teamwork.

46. How do you handle feedback or criticism from seniors?

Answer:

• Show openness: “I take feedback as a learning opportunity.”
• Share a real example where you improved after constructive feedback (e.g., improving documentation or response time).
• Emphasize maturity and growth.

47. Tell me about a mistake you made at work and how you handled it.

Answer:

• Choose a minor, genuine mistake (e.g., closing a ticket early, misrouting).
• Admit it clearly, explain how you fixed it, and what preventive steps you took after.
• Avoid blaming others.

48. How do you ensure clear communication with non-technical users?

Answer:

• Avoid jargon; explain using simple language or analogies.
• Ask users to repeat the solution to ensure understanding.
• Provide step-by-step instructions or screenshots if needed.
• This demonstrates your customer handling skills.

49. How do you manage shifting priorities or last-minute changes at work?

Answer:

• Example: “When a high-priority ticket arrives, I re-assess current tasks, communicate delays to stakeholders, and focus on the critical issue first.”
• Shows adaptability and professional communication.

50. What motivates you to work in a Service Desk role?

Answer:

• Highlight a genuine interest in problem-solving, customer service, and IT.
• Example: “I love resolving technical issues and making someone’s day easier. Each ticket is a new learning opportunity.”
• Avoid purely financial or temporary motives.

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