DKM Online Service Desk Interview Questions and Answers

Math, General Intelligence

Data structure, algorithm

Q1. Asked about previous experience
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Q1. Client round , questions regarding job description,checked communication
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Q1. About my work experience
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Q2. About my technical skills
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Q1. Do you speak little fluent english.
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Q2. Do you know ticking parking process and outlook Configuration, Outlook profile creation.
Ans. 
Yes, I am familiar with ticketing process and Outlook configuration including profile creation.
• I have experience in using ticketing systems such as JIRA and ServiceNow to manage IT incidents and requests.

• I am proficient in configuring Outlook for email, calendar, and contacts.

• I can create Outlook profiles for new users and troubleshoot issues with existing profiles.

• I am familiar with setting up email signatures, auto-r...read more
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Q1. How can you customer problem handling
Ans. 
Customer problem handling involves active listening, empathy, problem-solving skills, and effective communication.
• Active listening to understand the customer's issue

• Show empathy towards the customer's situation

• Use problem-solving skills to find a solution

• Communicate effectively with the customer throughout the process
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Q2. How can customer evry problem solve
Ans. 
Customer problems can be solved by actively listening, empathizing, finding solutions, and following up.
• Listen actively to understand the issue

• Empathize with the customer's frustration

• Find a suitable solution to resolve the problem

• Follow up with the customer to ensure satisfaction

• Provide clear communication throughout the process
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Q3. How do you handle an angry customer?
Ans. 
I listen to their concerns, empathize with them, apologize for the inconvenience, and work towards finding a solution.
• Listen actively to understand the customer's issue

• Empathize with the customer's frustration

• Apologize for any inconvenience caused

• Offer a solution or escalate the issue to a supervisor if necessary
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Besic knowledge of network

Q1. What is your family background?
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Q2. Why should we hire you?
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Q3. Where do you see yourself in 5 years?
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Q4. What are your strengths and weaknesses?
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Q5. Tell me about yourself.
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Q1. Self introduction, Basic logical question
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Q1. What is customer service Kpi Kra
Ans. 
Customer service KPIs and KRA are key performance indicators and key result areas used to measure and evaluate the effectiveness of customer service operations.
• Customer service KPIs are quantifiable metrics used to measure the performance of customer service operations, such as response time, customer satisfaction scores, and resolution rates.

• Customer service KRAs are specific areas of focus or goals that customer serv...read more
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