IT Service Desk Interview Questions (Short Answers)

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How do you prioritize support tickets?

• Answer: Prioritization is based on the urgency and impact of the ticket. Critical issues affecting business operations get the highest priority.

Explain the difference between a modem and a router.

• Answer: A modem connects your network to the internet, while a router shares that connection with multiple devices.

What steps would you take to troubleshoot a network issue?

• Answer: Check physical connections, verify network settings, use ping and traceroute, and review hardware and software if needed.

How do you handle an irate customer or user?

• Answer: Stay calm, empathize, assure them you’re resolving the issue, and follow up to ensure satisfaction.

What are the common tools or software you use in IT support?

• Answer: Tools like Microsoft Office, ticketing systems (e.g., Zendesk, ServiceNow), remote desktop software, and antivirus programs are commonly used.

How would you explain a technical issue to a non-technical person?

• Answer: Use simple language, analogies, and avoid technical jargon to make the information clear and understandable.

What is ITIL and its importance in IT Service Management?

• Answer: ITIL is a framework for managing IT services efficiently, aligning them with business needs.

Tell me about DHCP and why is it important.

• Answer: DHCP (Dynamic Host Configuration Protocol) automatically assigns IP addresses to devices on a network, ensuring each device can communicate effectively without IP conflicts.

What is Active Directory?

• Answer: Active Directory is a Microsoft service used to manage permissions and access to networked resources.

Explain what DNS is and its purpose.

• Answer: DNS (Domain Name System) translates domain names into IP addresses, allowing browsers to load internet resources.

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Common Technologies Used by IT Service Desk

1. Ticketing Systems (e.g., JIRA, Zendesk, ServiceNow): These systems help manage and track user requests, incidents, and IT service management processes.
2. Remote Desktop Software (e.g., TeamViewer, Microsoft Remote Desktop): This software allows technicians to connect to a user’s computer remotely to diagnose and resolve issues without being physically present.
3. Knowledge Bases and FAQs: Digital repositories that provide information on common issues and how to resolve them, helping users self-serve and service desk agents resolve issues faster.
4. Active Directory: Used for user and resource management in Windows environments; manages networked resources, enabling permissions and access to network resources.
5. VPN Software (e.g., Cisco AnyConnect, NordVPN): Virtual Private Networks secure remote connections to an organization’s network, essential for remote work.
6. System Monitoring Tools (e.g., Nagios, SolarWinds): These tools monitor IT infrastructure health and alert the service desk of issues like server downtime or performance dips.
7. Automation Tools (e.g., Microsoft Power Automate, Zapier): Used to automate routine tasks, such as password resets and report generation, improving efficiency.
8. Collaboration Tools (e.g., Slack, Microsoft Teams): Enable communication and collaboration among IT team members and across departments.
9. Antivirus and Anti-malware Software (e.g., McAfee, Norton): Essential for protecting end-user devices from malicious attacks and software.
10. Patch Management Software (e.g., ManageEngine Patch Manager, WSUS): Helps keep operating systems and applications up to date with the latest security patches.

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Common Expertise in IT Service Desk

1. Troubleshooting and Problem Solving: Ability to quickly identify, analyze, and resolve technical problems, often involving multiple variables in high-stress situations.
2. Technical Proficiency: Knowledge of operating systems (like Windows and macOS), networking concepts, software applications, and hardware troubleshooting.
3. Customer Service: Skills in handling customers tactfully and effectively, understanding their issues, and maintaining patience and politeness during stressful interactions.
4. ITIL Foundation: Understanding of IT Infrastructure Library (ITIL) practices to align IT services with the needs of the business.
5. Communication: Ability to convey complex technical issues in simple terms and excellent verbal and written communication skills to document processes clearly.
6. Active Directory Management: Skills in managing and maintaining Active Directory for user and group management, policy administration, and access controls.
7. Network Management: Expertise in managing network components such as routers, switches, and firewalls, including setting up and troubleshooting connections.
8. Security Best Practices: Knowledge of security protocols, data protection laws, and preventive measures to manage vulnerabilities and threats.
9. Data Backup and Recovery: Understanding of backup methodologies and recovery processes to protect data integrity and availability in case of hardware or software failures.
10. Adaptability: Ability to adapt to new tools and technologies as they are deployed within the organization to continually improve service delivery and support capabilities.

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