Technical Interview Questions and Answers for ServiceDesk 2026- Check Now

Top 2025 Service Desk Technical interview questions and answers to help you crack IT support and helpdesk interviews easily.

Technical interview questions and answers

Q01- What is Service desk?

Ans:- A Service Desk Agent is the first point of contact who communicates and assists employees working in the same organization or process. A Service Desk Agent helps with issues such as password resets, login problems, software issues, and hardware issues.
For every issue, the Service Desk Agent must create a ticket and document it carefully, ensuring that all necessary information is collected from the team members.

Example– An employee is unable to log in to their system because they forgot their password. The Service Desk Agent greets the employee, verifies their identity, and collects necessary details such as employee ID, system name, and error message. The agent then resets the password, documents the issue in the ticketing tool, and updates the ticket with the solution provided. Finally, the agent confirms with the employee that the issue is resolved before closing the ticket.

Q02- Why Service desk is important?

Ans – The Service Desk is very important for any organization because it ensures smooth operations and supports business continuity. It acts as a central point where employees can quickly get help with technical or process-related issues, reducing downtime and improving productivity.

Example: Imagine an employee who is unable to log in to their system due to a password issue. Without the Service Desk, the employee might waste hours trying to fix it on their own, delaying critical tasks. With a Service Desk in place, the issue can be resolved quickly—minimizing disruption and allowing the employee to continue working without major delays.

Q03- Roles & Responsibility of Service desk?

Ans– Handle incoming calls, chats, and emails from end users. Categorize, and prioritize incidents in the ticketing tool. Perform basic troubleshooting for hardware, software, login, and network issues.
Provide password resets and account unlock support.

Escalate unresolved issues to L2 teams with proper documentation. Follow up and close tickets after user confirmation. Maintain communication and ensure good customer experience. Perform task within SLAs and follow standard ITIL/organizational processes.

Example: Imagine an employee who is unable to log in to their system due to a password issue. Without the Service Desk, the employee might waste hours trying to fix it on their own, delaying critical tasks. With a Service Desk in place, the issue can be resolved quickly—minimizing disruption and allowing the employee to continue working without major delays.

Q04- Soft Skills required for Servicedesk ?

Ans– Communication Skills – Clear verbal and written communication with end users.
Active Listening – Understand the user’s issue before responding.
Patience & Empathy – Handle frustrated users calmly and professionally.
Problem-Solving Attitude – Approach every issue logically and positively.
Time Management – Handle multiple tickets or calls efficiently.
Teamwork – Collaborate with peers and higher support teams effectively.
Adaptability – Stay flexible with tools, shifts, and changing processes.
Customer Service Orientation – Focus on delivering a great user experience.
Attention to Detail – Record accurate information in tickets.
Stress Management – Stay composed during high-volume or critical situations.

Q05. 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.

Example:
Suppose a company receives many password-reset requests. Using ITIL, the Service Desk creates a Standard Operating Procedure (SOP) for password resets, sets response times, and trains agents so every request is handled in a consistent, quick, and predictable way. This improves efficiency and user satisfaction.

Q06- What would you do if the customer does not understand what you are trying to explain?

Ans: If the customer doesn’t understand what I’m explaining, I would stay patient, repeat or rephrase the information in simpler terms, and confirm their understanding. If they still face difficulty, I will politely offer to transfer the call to another specialist who can help them better.

Example:
A user doesn’t understand how to restart their Outlook application.
I would say:
“Let me explain it in another way. Please click on the X at the top-right corner to close Outlook completely, then open it again from the Start Menu.”
If they still don’t follow, I would add:
“No problem, I can connect you with a colleague who specializes in Outlook issues. They’ll guide you step-by-step.”

Q07. What do you know about Microsoft Office 365 in Service Desk?

Ans: Microsoft Office 365 is a cloud-based, subscription service that provides tools like Outlook, Word, Excel, Teams, SharePoint, and OneDrive. Since it runs on the Internet, users can access their emails, files, and applications from any device without installing heavy software. It uses the SaaS (Software as a Service) model—apps run in the cloud, but that doesn’t mean every SaaS tool is automatically a cloud platform.

Example: If a user calls the Service Desk saying they cannot access their emails, you might check their Office 365 license status, verify if their mailbox is active, and ensure there’s no password or connectivity issue. Since Office 365 is cloud-based, the problem can often be fixed through the admin portal without touching the user’s device.

Q08. Have you seen the Blue Screen of Death?

Ans: Yes, the Blue Screen of Death (BSOD) is an error screen shown by Windows when the system encounters a critical issue that it cannot recover from. It usually means the operating system has become unstable due to hardware failure, driver issues, corrupted files, or system errors, and Windows stops immediately to prevent further damage.
Example: A user reports that their laptop suddenly turned blue with a message like “Your PC ran into a problem and needs to restart.”
As a Service Desk agent, I would:
Ask what they were doing before the crash (e.g., installing a driver).
Note any error code displayed (e.g.MEMORY_MANAGEMENT).
Guide them to restart the device.
Check for recent updates, hardware issues, or faulty drivers.
This helps identify whether the BSOD is due to a software or hardware issue.

Q09. Why did you leave your previous job?

Ans: Sir/Mam, it was a career-growth decision. I learned a lot in my previous job and I am grateful for the experience, but I felt it was the right time to take on a new challenge, learn new skills, and work in an environment that offers better opportunities for growth and development.
Example: For example, in my previous job I was mainly handling repeated tasks like ticket logging and password resets. After gaining enough experience, I wanted to move into a role where I could learn more technical skills, handle advanced issues, and grow professionally. That’s why I decided to look for a better opportunity.

Q10. What is BitLocker?

Ans: BitLocker is a built-in Windows security feature that encrypts the entire hard drive to protect data from unauthorized access. Even if someone removes the hard disk and tries to open it on another computer, they cannot access the data without the BitLocker key. It uses strong AES encryption (128-bit or 256-bit) to keep the information secure.

Example: If an employee loses their laptop, BitLocker ensures that no one can read the files on the device. The Service Desk can help the user by providing the BitLocker Recovery Key from the admin portal so they can unlock their drive safely.

Q11. Difference between 32-bit and 64-bit

Ans: The main difference between 32-bit and 64-bit is how much data the processor can handle at one time.
A 32-bit processor can process smaller amounts of data and supports less RAM (up to around 4 GB). It is older, slower, and less secure.
A 64-bit processor can handle much larger amounts of data and supports more RAM (over 4 GB). It is faster, more secure, and better for modern applications.

Example: If you have 8GB RAM on your computer:
A 32-bit OS will use only 4GB of it.
A 64-bit OS will use the full 8GB, giving better performance when running heavy software like MS Office, browsers, or games.

Q12. What is a Domain?

Ans: A domain is the unique name or address used to identify a website on the internet. It is what users type into their browser to reach a website.
In simple terms, if a website is like a house, then the domain name is the address that guides people to that house.
Example: In the URL www.callmepandeyji.com
“callmepandeyji.com” is the domain name that takes you to Microsoft’s website.

Q13. What is Safe Mode? What is the use of Safe Mode?

Ans: Safe Mode is a diagnostic mode in Windows that starts the computer with only essential drivers and services. It helps identify and fix problems like software conflicts, driver issues, malware, or system errors. Since it runs with minimal functions, it becomes easier to troubleshoot issues safely.
Example: If your PC keeps crashing after installing a new driver, you can start the system in Safe Mode, uninstall the faulty driver, and restart the computer normally. This helps fix the issue without the system crashing again.

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

Ans: Active Directory (AD) is Microsoft’s directory service used to manage users, computers, groups, and permissions in a Windows network. It stores all information as objects (like users, groups, printers, and computers) and helps administrators control access to network resources.
In a Service Desk role, you commonly use AD to perform user-related tasks such as:
-Creating or updating user accounts
-Resetting passwords
-Unlocking user accounts
-Adding or removing users from security groups
-Checking account status (enabled/disabled)
-Managing computer objects
-Applying group policies (basic level)
Example: A user calls saying they cannot log in and their account shows “Account Locked”.
As a Service Desk agent, you open Active Directory, find the user’s profile, and click “Unlock Account”. If needed, you also reset the password and ensure the user is part of the correct security groups (e.g., “VPN Users” or “Finance Department”).
This resolves their login issue quickly using AD.

Q15. Explain the PING Command

Ans: The PING command is used to check whether your computer can reach another device or website on a network. It works by sending ICMP Echo Request packets and waiting for a reply to test connectivity.
Example: If a user cannot open Google, you can type:
ping google.com
If you get replies, the internet is working.
If it shows Request timed out, there is a network or connectivity issue.

Q16. What is an IP Address and how to check it?

Ans: An IP address is a unique number assigned to every device on a network so it can communicate with other devices. It looks like 192.168.1.10 and ranges from 0.0.0.0 to 255.255.255.255.
How to check IP address: Open Command Prompt → type ipconfig → press Enter.
Your IP will appear under IPv4 Address.
Example: A user says they cannot access the internet.
You ask them to run ipconfig, and you find their IPv4 address is 169.254.x.x, which means the system didn’t get a proper IP from DHCP. You can then troubleshoot the network connection.

Q17. What do you do if your PC doesn’t turn on in one go?

Ans: If the PC doesn’t turn on, first check the power cable, power button, and electricity supply. Then check if the monitor is properly connected or if the power strip is switched on. If everything looks fine and the PC still doesn’t start, escalate the issue to the IT support/Hardware team.
Example:
A user calls and says:
“Sir, my PC is not turning on.”
You guide them to:
-Check if the power cable is firmly connected
-Ensure the switch is ON
-Try a different power socket
-Check if the power light on CPU is glowing
-If the PC still doesn’t start, you say:
-“I will raise a ticket for the hardware team to check the system physically.”

Q18. How should you handle a caller who refuses to calm down?

Ans: When a caller refuses to calm down, stay polite and patient. Let them speak without interruption, acknowledge their frustration, and assure them that you’re there to help. Use a calm tone, avoid arguing, and gently bring the conversation back to solving the issue. If the caller continues to be aggressive, follow company escalation policies.
Example: A customer calls shouting, “My system is down and no one is helping me!”
You respond calmly:
“I understand this is very frustrating, and I’m here to help you. Let’s work together to fix the issue. Could you please tell me what error you are seeing on the screen?”
If they still refuse to calm down, you might say:
“I really want to resolve this quickly for you. To do that, I need a few details. If you’d still prefer, I can also involve my senior to assist you further.”
This keeps the situation under control and shows professionalism.

Q19. What is DNS?

Ans: DNS stands for Domain Name System. It is the system that converts domain names (like google.com) into IP addresses (like 142.250.190.14) so computers can locate websites on the internet.
In simple terms, DNS works like the phonebook of the internet, helping devices find the correct server when you type a website name.
Example: When you type www.Facebook.com in your browser:
-DNS translates it into its IP address
-Your computer then connects to that IP
-Facebook opens on your screen
-If DNS is not working, websites will not load even if the internet is working.

Q20. 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.

Q21. Difference between Static and Dynamic IP Address.

Ans: A Static IP address is a fixed IP that does not change. It is manually assigned to a device and stays the same every time the device connects to the network.
A Dynamic IP address is automatically assigned by a DHCP server and can change each time the device reconnects to the network.
Example: A company server may use a Static IP like 192.168.1.10 so users can always access it using the same address.
A normal user’s laptop may get a Dynamic IP like 192.168.1.25 today and 192.168.1.30 tomorrow depending on the network.
This helps servers remain reachable while regular devices use IPs more flexibly.

Q22. What is SLA in Service Desk?

Ans: SLA stands for Service Level Agreement. It is an agreement between the service provider and the customer that defines the expected service quality, such as response time, resolution time, and availability. It helps ensure that issues are handled within a set timeframe.
Example: If the SLA for password reset tickets is 30 minutes, the Service Desk must resolve the user’s password issue within 30 minutes.
If they fail to do so, the ticket is marked as an SLA breach.

Q23. What is BIOS?

Ans: BIOS stands for Basic Input/Output System. It is the built-in software stored on the motherboard that runs when the computer starts. BIOS performs the initial hardware check (POST – Power On Self Test) and helps the system load the operating system.
It detects and initializes devices like the keyboard, mouse, hard drive, RAM, and graphics card before Windows starts.

Example: When you turn on your PC, before Windows appears, you might see a screen saying
“Press F2 to enter Setup” or “Press DEL for BIOS.”
That is the BIOS.
If a user says their PC is not detecting a new hard drive, you may check in the BIOS settings to confirm whether the hard drive is recognized.

Q24 . What does Inbound & Outbound process mean in Service Desk?

Ans: Inbound Process: When customers call the Service Desk for help, queries, or issues.
Outbound Process: When the Service Desk calls the customer, usually for follow-ups, updates, or providing information.
Example: Inbound: A user calls saying, “I can’t log in to my system.” The Service Desk receives the call and helps them.
Outbound: After fixing the issue, the agent calls the user back to confirm: “Your login issue is resolved. Please check and confirm.”

Q25. What do you mean by Onshore, Offshore, and Onsite services in Service Desk?

Ans: Onshore: Support is provided from the same country as the client, but from a different location or office. (Same country, different city)
Offshore: Support is provided from a different country. This is usually done to reduce costs.
(Different country)
Onsite: Support staff works physically at the client’s location or office to provide direct support.
(Same office)
Examples:
Onshore Example:
A company in Delhi outsources its Service Desk to a vendor in Bangalore.
→ Same country, different city.
Offshore Example:
A US company outsources Service Desk support to India or the Philippines.
→ Different country providing support.
Onsite Example:
A Service Desk engineer sits directly at the client’s office floor in Mumbai to help users face-to-face.
→ Support inside the client’s office.

Q26. Difference between Private and Public Network

Ans: Private Network: A private network is used inside an organization or home, where only authorized devices can connect. It uses private IP ranges (like 192.168.x.x) and is more secure.
Example: An office LAN or your home Wi-Fi where only people with the password can join.
Public Network: A public network is open for anyone to access and usually not secure. No authorization is required to connect.
Example: Free Wi-Fi at airports, malls, railway stations, or coffee shops.

Q27. What are KRA & KPI in Service Desk (Performance Appraisal)?

Ans: KRA (Key Result Areas): KRA defines the main responsibilities or focus areas of a Service Desk agent.
KPI (Key Performance Indicators): KPI are the measurable metrics used to check how well the employee is performing within those KRAs.
Simple Examples for Service Desk
KRA 1: Incident Handling
KPI: Average Resolution Time
-First Call Resolution (FCR) %
-Number of tickets resolved per day
KRA 2: Customer Experience
KPI: CSAT (Customer Satisfaction Score)
-Call Quality Score
-User feedback rating
KRA 3: SLA Compliance
KPI: SLA Met %
-Tickets escalated vs. tickets handled
KRA 4: Communication & Professionalism
KPI: Email/Chat accuracy
-Call etiquette score

Q28. What is TAT, SLA & CSAT (in terms of customer deliverables)?

Ans: SLA (Service Level Agreement): A written agreement between the company and client that defines the expected service standards, such as response time, resolution time, and availability.
Example: Resolve high-priority tickets within 4 hours as per SLA.
TAT (Turn Around Time): The actual time taken to complete a task or resolve an issue.
Example: If a ticket is raised at 10 AM and resolved by 1 PM, TAT = 3 hours.
CSAT (Customer Satisfaction Score): A metric used to measure how satisfied customers are with the service. Usually measured through feedback or surveys.
Example: After closing a ticket, the user gives 4/5 stars, contributing to the CSAT score.

Q29: Top 10 Microsoft applications used in corporate companies for Service Desk

Ans: Common Microsoft applications used in corporate environments include:

Example: A Service Desk agent receives an issue via Outlook, tracks details in Excel, collaborates with the team on Teams, and updates documentation in OneNote.

Q30: What is an Operating System? Which is the common OS available in the market?

Ans: An Operating System (OS) is system software that manages computer hardware and allows users to run applications. It controls memory, CPU, files, security, and connected devices.
Common OS in the market:
-Windows
-macOS
-Linux
-Android
-iOS
Example: When you start a computer, the Windows OS loads and lets you open apps like Chrome, Word, or Teams.

Q31: What is a Task Manager? How to use it if an application is hung?

Ans: Task Manager is a Windows tool that shows running applications and processes, along with their CPU, memory, disk, and network usage. It helps you monitor system performance and close unresponsive programs.
How to use it if an app is hung:
– Open Task Manager using Ctrl + Shift + Esc.
– Go to the Processes tab.
– Select the Not Responding application.
– Click End Task to force close it.
Example: If Google Chrome freezes, open Task Manager → select Chrome → click End Task to close it.

Q32: What is LAN, WAN, and MAN?

Ans: LAN (Local Area Network): A LAN connects devices within a small area like a home, office, or school. It allows sharing of files, printers, and internet. Uses Ethernet or Wi-Fi.
Example: All computers and printers connected inside an office floor.

– MAN (Metropolitan Area Network): A MAN covers a larger area than a LAN but smaller than a WAN—usually a city or a group of nearby buildings.
Example: Multiple branches of a college within the same city connected together.

– WAN (Wide Area Network): A WAN spans across countries or continents. It connects multiple LANs over long distances using leased lines, satellite links, or the internet.
Example: A company with offices in India, USA, and UK connected through a WAN.

Q33: What is a Router and Switch?

Ans- Router: A router is a networking device that connects two or more different networks and forwards data based on IP addresses. It is mainly used to provide internet to multiple devices.
Example: The device in your home that connects to the internet and gives Wi-Fi to your phone and laptop.
Switch: A switch is a device used to connect multiple devices within the same network (LAN) so they can communicate with each other. It forwards data based on MAC addresses.
Example: In an office, all computers connected to one central switch form the office LAN.

Q34: What is a VPN?

Ans: A VPN (Virtual Private Network) is a service that encrypts your internet connection, hides your IP address, and keeps your online activity private and secure. It is also used to access blocked or geo-restricted content and to stay safe on public Wi-Fi.
Example: If you’re using public Wi-Fi in a café, turning on a VPN protects your data and lets you securely access your office network as if you are working from your company location.

Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions Technical interview questions

Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions Technical Interview Questions

Disclaimer

The content provided on this website is for informational purposes only. We strive to ensure that all information, including text, images, and other media, is sourced from original and reputable providers. However, we do not claim ownership of any copyrighted materials. All trademarks, logos, and images belong to their respective owners.

If you believe that any content on this website infringes upon your copyright, please contact us at abhinagpur16@gmail.com with the details of the alleged infringement. Upon receiving your notice, we will promptly take appropriate actions to address the issue.

The information on this website is provided “as is” without any warranties of any kind, either express or implied. We do not warrant the accuracy, completeness, or usefulness of any information provided.

Thanks

Written by Callmepandeyji (Abhishek Kumar)