IT Service Management Questions and Answers - Service Desk
---
### **General Questions**
1. **What are your key strengths as a Technical Analyst?**
- "My strengths include problem-solving, excellent communication skills, and technical expertise in systems like Windows Server, Active Directory, and Azure."
2. **How do you handle tight deadlines?**
- "I prioritize tasks, manage my time effectively, and focus on clear communication to ensure deliverables are met on time."
---
### **Networking**
3. **What is a subnet, and why is it used?**
- "A subnet divides a large network into smaller, manageable parts, improving performance and security."
4. **What is a default gateway?**
- "A default gateway is a router that connects a local network to other networks, enabling communication beyond the local subnet."
5. **Explain the difference between a switch and a router.**
- "A switch connects devices within a network, while a router connects different networks and manages traffic between them."
6. **What is NAT, and why is it used?**
- "Network Address Translation maps private IP addresses to a public IP for internet access, enhancing security and conserving IP addresses."
7. **How do you troubleshoot DNS issues?**
- "Check DNS settings, use tools like `nslookup` or `dig`, and verify connectivity to the DNS server."
---
### **Windows and Server Management**
8. **What is the purpose of a Domain Controller?**
- "A Domain Controller authenticates and authorizes users and devices in a Windows domain network."
9. **How do you manage user accounts in Active Directory?**
- "I create, modify, or delete accounts using tools like ADUC or PowerShell, and manage group memberships and permissions."
10. **What is a blue screen error, and how do you troubleshoot it?**
- "A blue screen indicates a critical system error. Check logs, analyze the error code, and troubleshoot hardware or driver issues."
11. **What is RAID, and why is it used?**
- "RAID (Redundant Array of Independent Disks) provides data redundancy or performance improvement by combining multiple drives."
12. **What is the difference between NTFS and FAT32?**
- "NTFS supports larger files, advanced permissions, and encryption, while FAT32 is simpler but limited in file and volume size."
---
### **Cloud and Virtualization**
13. **What are the benefits of using Azure?**
- "Azure offers scalability, security, global reach, and a wide range of services for compute, storage, and AI."
14. **What is the difference between Azure VM and Azure App Service?**
- "Azure VM provides virtualized hardware for custom setups, while Azure App Service is a PaaS for web apps and APIs."
15. **What is the purpose of Azure Resource Manager (ARM)?**
- "ARM manages Azure resources through templates, enabling consistent deployments and better control."
16. **What is the difference between Type 1 and Type 2 hypervisors?**
- "Type 1 runs directly on hardware for better performance, while Type 2 runs on a host OS and is more flexible."
---
### **Incident and Problem Management**
17. **What is SLA, and why is it important?**
- "Service Level Agreement defines service expectations between providers and clients, ensuring accountability and quality."
18. **How do you escalate an issue?**
- "I assess severity, follow the escalation matrix, and provide clear documentation and context to the next level."
19. **What is a major incident, and how do you handle it?**
- "A major incident severely impacts business operations. I prioritize resolution, communicate effectively, and document lessons learned."
---
### **Scripting and Automation**
20. **What is the use of PowerShell in system administration?**
- "PowerShell automates repetitive tasks like user management, backups, and configuration checks."
21. **Write a PowerShell script to list all users in Active Directory.**
- "Use `Get-ADUser -Filter * | Select-Object Name, UserPrincipalName`."
22. **What is SCCM, and what is it used for?**
- "SCCM (System Center Configuration Manager) manages systems for patching, software deployment, and compliance."
---
### **Monitoring Tools**
23. **What is SCOM, and how does it work?**
- "SCOM (System Center Operations Manager) monitors server health, performance, and applications, alerting on issues."
24. **How do you configure alerts in SolarWinds?**
- "Define thresholds for metrics, set triggers, and configure notification methods like email or SMS."
---
### **Security**
25. **What is the principle of least privilege?**
- "Users and systems are granted only the permissions needed to perform their tasks, enhancing security."
26. **How do you secure a Windows Server?**
- "Apply updates, configure firewalls, use strong passwords, and enable auditing and encryption."
27. **What is Multi-Factor Authentication (MFA)?**
- "MFA adds an extra layer of security by requiring multiple verification methods for access."
---
### **Behavioral Questions**
28. **How do you handle a conflict with a teammate?**
- "I address issues calmly, listen to their perspective, and work collaboratively to find a solution."
29. **Can you describe a time you exceeded expectations?**
- "I resolved a critical issue during off-hours, preventing significant downtime and earning client recognition."
30. **How do you prioritize tasks in a dynamic environment?**
- "I assess urgency and impact, use tools like ticketing systems, and communicate effectively with stakeholders."
---
### **General Questions**
1. **What is the role of a service desk?**
- "The service desk acts as the first point of contact for IT-related issues, resolving incidents, fulfilling requests, and ensuring user satisfaction."
2. **Why are you interested in a service desk role?**
- "I enjoy problem-solving and customer service. A service desk role allows me to leverage my technical skills and improve user experiences."
3. **What qualities make a good service desk analyst?**
- "Patience, adaptability, problem-solving, and strong communication skills are essential for understanding user issues and resolving them efficiently."
---
### **Qualities**
4. **How do you handle change in a dynamic work environment?**
- "I adapt by staying open to new approaches, learning quickly, and focusing on solutions rather than challenges."
5. **What motivates you in this role?**
- "Helping users resolve issues, learning new technologies, and improving processes motivate me."
6. **How do you stay calm under pressure?**
- "I focus on prioritizing tasks, maintaining clear communication, and breaking down problems into manageable steps."
7. **How do you ensure you follow policies and procedures?**
- "I familiarize myself with company guidelines and regularly refer to them to ensure compliance."
---
### **Skills**
#### **Communication**
8. **How do you handle a difficult customer?**
- "I listen empathetically, acknowledge their frustration, and calmly work towards a solution while keeping them informed."
9. **What is your approach to explaining technical solutions to non-technical users?**
- "I use simple language, analogies, and step-by-step instructions to ensure the user understands."
10. **How do you handle miscommunication with a customer?**
- "I clarify misunderstandings by restating the issue and confirming their concerns before proceeding."
#### **Problem-Solving and Troubleshooting**
11. **What steps do you take to troubleshoot an issue?**
- "I gather details from the user, replicate the issue if possible, check logs or documentation, and systematically test solutions."
12. **Describe a time you resolved a complex issue.**
- "A user couldn’t connect to a VPN. I identified a configuration mismatch in their firewall settings and resolved it, restoring access quickly."
13. **How do you prioritize multiple incidents?**
- "I assess based on urgency, impact, and SLA requirements, ensuring critical issues are addressed first."
#### **Customer Service**
14. **How do you improve customer satisfaction?**
- "I focus on clear communication, timely resolutions, and proactive follow-ups to ensure users feel supported."
15. **How do you handle repetitive user mistakes?**
- "I address the issue without judgment and provide guidance or training to help them become more self-sufficient."
---
### **Tools and Technology Usage**
#### **Remote Support**
16. **What tools do you use for remote support?**
- "I use tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop to troubleshoot and resolve user issues remotely."
17. **How do you ensure security during remote sessions?**
- "I verify user identity, use encrypted connections, and avoid storing sensitive data on remote systems."
#### **Instant Messaging and Chat**
18. **How do you effectively use chat tools for support?**
- "I ensure quick, clear responses, use canned replies for efficiency, and provide detailed follow-up as needed."
19. **What is your experience with ticketing systems?**
- "I have experience with ServiceNow, JIRA, and Zoho Desk for tracking and resolving incidents."
---
### **Customer Interaction**
20. **How do you handle escalations?**
- "I provide a detailed handover with all relevant information and communicate the escalation clearly to the customer."
21. **How do you manage expectations during downtime?**
- "I keep users informed about progress, share realistic timelines, and provide alternative solutions when possible."
---
### **Time Management and Organization**
22. **How do you organize your workday?**
- "I start by reviewing pending tasks, prioritize based on urgency, and allocate time blocks for specific responsibilities."
23. **How do you meet deadlines with competing priorities?**
- "I focus on high-impact tasks, delegate when appropriate, and use tools like calendars or task managers to stay on track."
24. **How do you measure your success in this role?**
- "By meeting SLAs, resolving incidents efficiently, and maintaining high user satisfaction scores."
---
### **Scenarios**
25. **What would you do if a system is down, and the user is frustrated?**
- "Calmly explain the issue, provide regular updates, and explore temporary solutions to minimize disruption."
26. **How would you train a user on self-service tools?**
- "Walk them through the process with simple instructions, provide documentation, and encourage them to ask questions."
27. **How do you handle repeated incidents with no resolution?**
- "Escalate the issue to the appropriate team and ensure all findings are documented for a permanent fix."
---
### **Scenario-Based Questions**
#### **Customer Interaction**
1. **A customer is angry about a delayed resolution. How do you handle this?**
- "I acknowledge their frustration, apologize sincerely, explain the reason for the delay, and assure them of a resolution timeline."
2. **A user reports a recurring issue that hasn’t been resolved after multiple calls. What’s your approach?**
- "I investigate past tickets to understand the history, troubleshoot thoroughly, and escalate to the appropriate team if necessary."
3. **How would you handle a user requesting a change outside of company policy?**
- "I explain the policy constraints, offer alternatives, and escalate for approval if the request is valid and critical."
4. **You receive simultaneous high-priority incidents. How do you decide which to handle first?**
- "I assess based on business impact and SLA urgency, addressing the issue affecting the most users or critical services first."
5. **What if you can’t resolve an issue within your expertise?**
- "I escalate it to the relevant team while ensuring the user is updated about the next steps."
---
#### **Technical Troubleshooting**
6. **A user can’t log in due to a password issue. How do you resolve this?**
- "Verify user identity, reset the password in Active Directory or M365, and guide them through the login process."
7. **A printer isn’t working on the network. How do you troubleshoot?**
- "Check physical connections, verify the network status, reinstall drivers if needed, and ensure the printer queue is clear."
8. **A user reports slow system performance. What’s your process?**
- "Check resource utilization, look for unnecessary background processes, ensure updates are applied, and scan for malware."
9. **A VPN connection is failing. What steps do you take?**
- "Verify credentials, check network connectivity, ensure VPN client configuration, and review firewall or proxy settings."
10. **What if an application crashes repeatedly?**
- "Analyze event logs, check for compatibility issues, apply updates or patches, and reinstall if necessary."
---
### **ITIL and ITSM Scenarios**
11. **How do you handle a major incident?**
- "Follow the incident management process: identify, categorize, prioritize, escalate if needed, and communicate regularly with stakeholders."
12. **What steps do you take during a change request?**
- "Analyze the impact, get necessary approvals, schedule the change, implement it, and review its success post-deployment."
13. **Describe a situation where you improved a service desk process.**
- "I streamlined the ticket prioritization process by creating templates, reducing resolution time and improving SLA adherence."
14. **How do you manage documentation updates?**
- "I ensure accuracy by reviewing updates with relevant teams and storing them in a centralized knowledge base."
15. **What’s your approach to preventing repeated incidents?**
- "Conduct root cause analysis, implement corrective actions, and update the knowledge base for future reference."
---
### **Technical Questions**
#### **Active Directory**
16. **How do you create a new user in Active Directory?**
- "Open AD Users and Computers, navigate to the desired OU, right-click, select 'New User,' and complete the required details."
17. **How do you troubleshoot account lockouts?**
- "Check account lockout policies, analyze event logs for the source of lockouts, and guide the user on credential updates."
18. **How do you delegate control in Active Directory?**
- "Use the Delegation of Control Wizard, select the user/group, and assign specific permissions like resetting passwords or creating objects."
#### **Office 365 and M365**
19. **What steps do you take to assign licenses in M365?**
- "Log in to the admin portal, navigate to 'Users,' select the user, and assign the appropriate license."
20. **How do you troubleshoot email delivery issues in Exchange Online?**
- "Check message tracking logs, verify SPF/DKIM/DMARC settings, and confirm mailbox configurations."
---
### **Advanced Troubleshooting**
21. **A user complains about DNS resolution issues. How do you address this?**
- "Check the DNS server settings, use nslookup to verify resolution, and ensure no cache corruption on the client side."
22. **What do you do if a critical application fails after a server reboot?**
- "Check service dependencies, review event logs, and verify configuration settings."
23. **How do you resolve a blue screen error on a Windows system?**
- "Note the error code, analyze dump files using tools like WinDbg, and check for driver or hardware issues."
---
### **Behavioral and Soft Skills**
24. **How do you educate users to be more self-sufficient?**
- "I provide easy-to-understand documentation, conduct short training sessions, and highlight commonly used self-service tools."
25. **How do you handle conflicting priorities between teams?**
- "I communicate openly, align on business impact, and seek management intervention if required."
26. **How do you ensure collaboration within a team?**
- "I promote open communication, share knowledge, and encourage a culture of mutual support."
---
### **Active Directory (AD)**
1. **How do you reset a user’s password in Active Directory?**
- "Locate the user in AD Users and Computers, right-click their name, choose 'Reset Password,' and follow the prompts."
2. **What is the difference between a domain and a workgroup?**
- "A domain is centrally managed with user accounts and permissions stored on a domain controller, while a workgroup is a decentralized network where each computer manages its own resources."
3. **What is the purpose of Group Policy in Active Directory?**
- "Group Policy allows centralized management of user and computer settings in an AD environment, such as security settings or software installations."
4. **How do you troubleshoot Group Policy not applying?**
- "Check the user/computer is in the correct OU, use `gpupdate /force`, review the Resultant Set of Policy (RSoP), and ensure no conflicting policies."
---
### **Networking**
5. **What is the purpose of a default gateway?**
- "A default gateway routes traffic from a local network to other networks or the internet."
6. **How do you troubleshoot a network connectivity issue?**
- "Check physical connections, verify IP settings with `ipconfig`, use `ping` to test connectivity, and ensure no firewall blocks."
7. **What is the difference between TCP and UDP?**
- "TCP is connection-oriented and ensures reliable data delivery, while UDP is connectionless and faster but less reliable."
8. **Explain the purpose of DNS.**
- "DNS translates human-readable domain names (e.g., www.example.com) into IP addresses used by computers."
9. **How do you flush a DNS cache?**
- "Run the command `ipconfig /flushdns` in the command prompt."
10. **How do you set up a VPN for remote access?**
- "Install and configure VPN client software, input the server address and credentials, and verify the connection."
---
### **Windows Troubleshooting**
11. **How do you troubleshoot a slow boot issue on a Windows PC?**
- "Check startup programs, update drivers, scan for malware, and analyze the Event Viewer for errors."
12. **What is Safe Mode, and when would you use it?**
- "Safe Mode is a diagnostic mode that loads minimal drivers and services, used for troubleshooting software or driver issues."
13. **How do you check disk health on a Windows machine?**
- "Use the `chkdsk` command in the command prompt or review SMART data via tools like CrystalDiskInfo."
14. **How do you troubleshoot application crashes?**
- "Check for updates or patches, analyze Event Viewer logs, and verify compatibility with the system."
15. **What steps would you take if a Windows service fails to start?**
- "Check the service dependencies, review Event Viewer logs, restart the service manually, and verify permissions."
---
### **Cloud Services (Office 365/Azure)**
16. **How do you assign roles to users in Azure?**
- "Navigate to Azure Portal > Azure Active Directory > Users > Assign Roles and choose the desired role and scope."
17. **What is the difference between Office 365 and Microsoft 365?**
- "Office 365 focuses on productivity tools like Word and Excel, while Microsoft 365 includes Office 365 plus additional features like Windows 10/11 and device management."
18. **How do you troubleshoot email not being received in Office 365?**
- "Check the spam/junk folder, verify email rules, use message tracing, and ensure the domain has valid SPF, DKIM, and DMARC records."
19. **What is Azure AD Conditional Access?**
- "It enforces policies to control access to applications based on conditions like location, device state, and user role."
20. **How do you configure MFA in Office 365?**
- "Enable MFA in the Azure AD portal, assign it to users, and guide them through setup using their preferred method (e.g., authenticator app, SMS)."
---
### **Hardware and Peripheral Support**
21. **How do you troubleshoot a non-functioning USB device?**
- "Check physical connections, try a different port or device, update drivers, and verify device functionality on another system."
22. **What steps would you take if a monitor isn’t displaying anything?**
- "Ensure the monitor is powered on, check the cable connections, select the correct input source, and test with another system."
23. **How do you troubleshoot a network printer not working?**
- "Check network connectivity, verify printer settings, reinstall drivers, and ensure no queue or spooler issues."
---
### **ITSM and Ticketing**
24. **What is the purpose of SLA in ITSM?**
- "An SLA defines the service expectations between the provider and the customer, ensuring accountability and clear resolution timelines."
25. **How do you prioritize tickets in a service desk?**
- "Based on the impact and urgency of the issue, aligned with SLA requirements."
26. **What is the difference between incident and problem management?**
- "Incident management focuses on restoring services quickly, while problem management identifies and resolves the root cause of recurring issues."
---
### **Miscellaneous Technical Questions**
27. **What are the differences between RAID 0, RAID 1, and RAID 5?**
- "RAID 0 offers striping without redundancy, RAID 1 mirrors data for redundancy, and RAID 5 uses striping with parity for fault tolerance."
28. **How do you back up and restore a system?**
- "Use built-in tools like Windows Backup or third-party software to create backups and follow the same tools for restoration."
29. **What is the purpose of system imaging?**
- "System imaging creates an exact copy of a system's setup, allowing quick recovery in case of failure."
30. **How do you troubleshoot software installation errors?**
- "Check permissions, ensure compatibility, verify installation files, and review logs for error codes."
31. **What is the use of PowerShell in troubleshooting?**
- "PowerShell allows advanced scripting and automation for managing systems, users, and services."
---
Here are some **common requests from users and customers** received via IVR in a service desk of a general organization:
---
### **Technical Support Requests**
1. **Password Resets**
- For domain accounts, applications, or portals.
- Resolution: Authenticate the user and guide through resetting their password or provide a temporary one.
2. **Software Installation/Access Issues**
- Requests for new installations or resolving access issues with licensed software.
- Resolution: Verify entitlements and assist with installations.
3. **Network Connectivity Issues**
- Users report inability to connect to VPN, Wi-Fi, or intranet services.
- Resolution: Troubleshoot network settings or escalate to network support.
4. **Email Issues**
- Problems with sending, receiving, or accessing emails.
- Resolution: Check email configurations, mailbox quotas, and connectivity.
5. **System Performance Issues**
- Complaints about slow or unresponsive systems.
- Resolution: Perform basic troubleshooting or escalate to desktop support.
6. **Hardware Issues**
- Faulty laptops, monitors, printers, or peripherals.
- Resolution: Guide for basic checks and log service requests for replacements or repairs.
---
### **Access Management Requests**
7. **Account Lockouts**
- Users locked out of accounts due to incorrect login attempts.
- Resolution: Verify identity and unlock the account.
8. **Access to Shared Drives or Applications**
- Requests to gain or modify permissions for shared resources.
- Resolution: Validate requests with appropriate approvals.
9. **Revocation of Access**
- Disable accounts for users leaving the organization.
- Resolution: Deactivate accounts in Active Directory and related systems.
10. **MFA (Multi-Factor Authentication) Issues**
- Problems with authentication via OTPs or security tokens.
- Resolution: Resync tokens or provide alternative verification methods.
---
### **Incident Management**
11. **Application Downtime Reports**
- Users report unavailability of critical business applications.
- Resolution: Log incidents, provide updates, and escalate to application support.
12. **Data Backup and Recovery Requests**
- Requests to restore lost or deleted files.
- Resolution: Retrieve backups or escalate to the backup team.
13. **Security Incidents**
- Reporting phishing emails, unauthorized access, or malware detections.
- Resolution: Escalate to the security team and guide users to isolate affected systems.
14. **Printer and Scanner Issues**
- Problems with printing or scanning documents.
- Resolution: Troubleshoot locally or escalate to hardware teams.
---
### **Employee Self-Service Support**
15. **Time and Attendance Queries**
- Issues with clock-ins or access to attendance portals.
- Resolution: Assist with portal navigation or escalate to HR IT.
16. **Payroll and Benefits Requests**
- Queries regarding payslips, tax forms, or benefits enrollments.
- Resolution: Redirect to HR or assist with relevant tools.
17. **Training Portal Issues**
- Problems accessing or completing mandatory training modules.
- Resolution: Troubleshoot access issues or report to the training team.
---
### **IT Asset Management Requests**
18. **New Hardware or Software Requests**
- Employees request laptops, phones, or software licenses.
- Resolution: Verify approvals and log procurement requests.
19. **Asset Replacement or Relocation**
- Requests to replace damaged assets or relocate setups to new offices.
- Resolution: Log and coordinate with logistics teams.
20. **IT Inventory Queries**
- Status updates on pending hardware deliveries or loaned equipment.
- Resolution: Check and provide updates from asset management systems.
---
### **General Queries and Requests**
21. **Meeting Room Booking Support**
- Issues with booking or accessing virtual meeting rooms.
- Resolution: Assist with calendar tools or escalate to support teams.
22. **Directory Assistance**
- Requests for contact details of colleagues or departments.
- Resolution: Provide the required information as per policy.
23. **System and Policy Updates**
- Queries about updates to systems or corporate policies.
- Resolution: Share updates or direct to relevant communication channels.
24. **Travel and Expense Support**
- Issues with submitting travel requests or reimbursement claims.
- Resolution: Guide through the travel or finance portal.
25. **Feedback or Complaint Logging**
- Employees share feedback on IT services or lodge complaints.
- Resolution: Document and escalate appropriately.
---
### **Other Common Requests**
26. **FAQs on New Tools**
- Employees ask for help with newly introduced tools or applications.
- Resolution: Provide guides or training links.
27. **Software/Browser Compatibility Issues**
- Queries about supported platforms for applications.
- Resolution: Share compatibility details or suggest alternatives.
28. **Employee Exit Clearance**
- Support during the exit process for IT clearance and data backup.
- Resolution: Process clearance requests and guide on asset returns.
---
Comments
Post a Comment