Top 10 – 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 distributes that internet connection among the various devices in the network.

What steps would you take to troubleshoot a network issue?

• Answer: Start by checking physical connections, then verify network settings, use ping and traceroute to check connectivity, and finally, check the hardware and software configurations if issues persist.

How do you handle an irate customer or user?

• Answer: Remain calm, empathize with their situation, assure them you’re working to resolve the issue, and follow-up to ensure resolution and 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 (Information Technology Infrastructure Library) is a framework for IT service management that helps organize and manage IT services efficiently to align 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.

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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