HCLTech IT Service Desk Analyst Interview Questions, Process, and Tips

Q1. Most asked from resume how to do outlook configuration?
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Q2. What are the works and tools which you use in your organisation?
Ans. 
We use a variety of tools such as ticketing systems, remote desktop software, knowledge bases, and monitoring tools.
• Ticketing systems (e.g. ServiceNow, Jira)

• Remote desktop software (e.g. TeamViewer, Remote Desktop Connection)

• Knowledge bases (e.g. Confluence, SharePoint)

• Monitoring tools (e.g. SolarWinds, Nagios)
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Q1. Basic English listening and speaking skills checks should be carefully listen and speak it's easy but be careful
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Q1. Salary negotiation
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Q1. Tell me about your previous job experience with details
Ans. Explain about it with good details with proper English
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Q1. Tell me about your self?
Ans. 
I am an experienced IT professional with a strong background in service desk support.
• I have worked as an IT Service Desk Analyst for the past 5 years.

• I have a deep understanding of various IT systems and technologies.

• I am skilled in troubleshooting and resolving technical issues.

• I have excellent communication and customer service skills.

• I am familiar with ITIL best practices and have experience in incident management a...read more
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Q2. What is your current job profile and how day starts over here?
Ans. 
I am currently working as an IT Service Desk Analyst.
• My job involves providing technical support to end-users and resolving their IT-related issues.

• I handle incoming calls, emails, and tickets from users and prioritize them based on urgency.

• I troubleshoot hardware and software problems, assist with network connectivity, and provide guidance on IT policies and procedures.

• I also document and track issues, escalate comple...read more
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Q3. What's your current location?
Ans. 
I am currently located in New York City.
• I am based in the bustling city of New York.

• My current location is in the heart of the Big Apple.

• I am situated in the vibrant metropolis of New York City.
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Q4. Are you comfortable to work in rotational shifts?
Ans. 
Yes, I am comfortable working in rotational shifts.
• I have previous experience working in rotational shifts.

• I understand the importance of providing 24/7 support to users.

• I am adaptable and can easily adjust my schedule to accommodate different shifts.

• I am aware of the potential challenges of working in rotational shifts and I am prepared to handle them.

• I prioritize work-life balance and have strategies in place to main...read more
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Q5. What skills do you have?
Ans. 
I have a wide range of technical skills and excellent problem-solving abilities.
• Strong knowledge of computer hardware and software

• Proficient in troubleshooting and resolving technical issues

• Excellent communication and customer service skills

• Ability to prioritize and manage multiple tasks

• Experience with ITIL best practices

• Familiarity with remote desktop tools and ticketing systems
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Q6. Do you know about ticketing tools?
Ans. 
Yes, I am familiar with ticketing tools.
• I have experience using ticketing tools such as ServiceNow and JIRA.

• I understand how to create, update, and close tickets.

• I am able to prioritize tickets based on urgency and impact.

• I am familiar with using ticketing tools to track and report on service desk metrics.
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Q7. What are you job responsibilities in the current organization?
Ans. 
As an IT Service Desk Analyst, my job responsibilities in the current organization include providing technical support to end-users, troubleshooting hardware and software issues, and documenting incidents and resolutions.
• Providing technical support to end-users

• Troubleshooting hardware and software issues

• Documenting incidents and resolutions

• Responding to user inquiries and resolving problems via phone, email, or chat

• Esc...read more
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Q8. Why you are looking for a job change?
Ans. 
Looking for new challenges and growth opportunities.
• Seeking a more challenging role to enhance my skills and knowledge.

• Interested in working with a diverse team and learning from their expertise.

• Want to explore new technologies and stay updated with industry trends.

• Desire to take on more responsibilities and contribute to the success of a different organization.
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Q1. Do you know what is BSOD and how to resolve it?
Ans. 
BSOD stands for Blue Screen of Death. It is an error screen displayed on Windows operating systems when a critical system error occurs.
• BSOD is a stop error screen that appears when the Windows operating system encounters a fatal system error.

• It is usually caused by hardware or driver issues, software conflicts, or system file corruption.

• To resolve BSOD, one can try restarting the computer, updating drivers, running har...read more
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Q2. What is IP address and how many classes are there in IPv4 addressing mode and what are there ranges?
Ans. 
IP address is a unique identifier assigned to devices on a network. There are 4 classes in IPv4 addressing mode with different ranges.
• IP address is a numerical label assigned to each device on a network

• IPv4 addressing mode has 4 classes: A, B, C, and D

• Class A ranges from 1.0.0.0 to 126.0.0.0

• Class B ranges from 128.0.0.0 to 191.255.0.0

• Class C ranges from 192.0.0.0 to 223.255.255.0

• Class D is reserved for multicast addres
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Q3. Name and Explain types of Network?
Ans. 
Types of networks include LAN, WAN, MAN, WLAN, PAN, SAN, CAN, and VPN.
• LAN (Local Area Network) - a network that connects devices within a limited area

• WAN (Wide Area Network) - a network that connects devices over a large geographical area

• MAN (Metropolitan Area Network) - a network that connects devices within a city or metropolitan area

• WLAN (Wireless Local Area Network) - a LAN that uses wireless connections

• PAN (Person...read more
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Q4. Have you heard about OSI reference model? How many layers are there in OSI model? Explain any 3 layers.
Ans. 
Answering about OSI reference model and its layers
• OSI reference model has 7 layers

• Physical layer deals with physical transmission of data

• Data link layer provides error-free transfer of data

• Network layer handles routing and logical addressing
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Q5. How we can find IP address of a system?
Ans. 
To find the IP address of a system, use the command prompt or network settings.
• Open command prompt and type 'ipconfig' to see the IP address

• Go to network settings and click on 'Properties' to see the IP address

• Use a network scanner tool to find IP addresses of all devices on the network
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Q6. Do you know how to configure Outlook?
Ans. 
Yes, I know how to configure Outlook.
• I am familiar with setting up email accounts in Outlook

• I can configure email settings such as incoming and outgoing servers

• I can troubleshoot common issues such as connection problems or syncing errors

• I am knowledgeable about setting up rules and filters for organizing emails

• I can assist users with importing and exporting data from Outlook
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Q7. What is Active Directory and What are its uses?
Ans. 
Active Directory is a directory service that stores information about network resources and enables centralized management.
• Active Directory is used to manage and organize users, computers, and other network resources in a Windows domain.

• It provides authentication and authorization services, allowing users to access resources based on their permissions.

• Active Directory enables single sign-on, where users can log in once...read more
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Q8. Do you how to create and manage Users and Groups?
Ans. 
Yes, I know how to create and manage Users and Groups.
• To create a user, use the appropriate command or tool provided by the operating system or directory service.

• To manage users, you can modify their properties, reset passwords, enable or disable accounts, and assign permissions.

• To create a group, use the command or tool provided by the operating system or directory service.

• To manage groups, you can add or remove membe...read more
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Q9. What is ITIL? What is difference between Incident and service request?
Ans. 
ITIL is a framework for IT service management. Incident is an unplanned interruption while service request is a planned request.
• ITIL stands for Information Technology Infrastructure Library

• It is a framework for IT service management

• It provides guidelines for delivering IT services efficiently and effectively

• Incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service

• Service requ...read more
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Aptitude test was a online test of 30 minutes to test listening, typing, speaking, writing, grammar and sentence forming ability. It was to test communication.