HCLTech Service Desk Engineer Interview Questions and Answers

I am a dedicated and experienced Service Desk Engineer with a passion for solving technical issues and providing excellent customer support.

• Over 5 years of experience in IT support roles

• Proficient in troubleshooting hardware and software issues

• Strong communication skills and ability to work under pressure

• Certified in ITIL and CompTIA A+

• Previous experience in managing service desk tickets and resolving user queries

I recently completed a project to implement a new IT ticketing system for a large organization.

• Researched and evaluated different ticketing systems available in the market

• Collaborated with stakeholders to gather requirements and customize the system to meet their needs

• Provided training to end users on how to use the new ticketing system

• Conducted testing and troubleshooting to ensure smooth implementation

I am impressed by your company's reputation for providing excellent customer service and innovative solutions.

• I admire your company's commitment to customer satisfaction

• I am excited about the opportunity to work with cutting-edge technology

• I believe my skills and experience align well with the company's values and goals

Yes, I am willing to do night shifts as required for the role.

• I understand that night shifts may be necessary to provide 24/7 support to users.

• I am flexible with my schedule and can adjust to working during nighttime hours.

• I have previous experience working night shifts in a similar role.

• I am aware of the importance of maintaining a healthy work-life balance even when working night shifts.

An incident is an unplanned interruption to a service, while a service request is a formal request for something to be provided.

• Incident is unexpected and disrupts normal service operations

• Service request is a formal request for a service or change

• Incidents are usually reported by users, while service requests are initiated by users

• Examples: Incident - system outage, Service request - new software installation

I am a Service Desk Engineer with experience in providing technical support and troubleshooting for IT issues.

• Provide technical support to end users for hardware and software issues

• Troubleshoot and resolve IT problems in a timely manner

• Maintain documentation of support tickets and resolutions

• Collaborate with other IT teams to escalate and resolve complex issues

An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. A service request is a formal request from a user for something to be provided.

• Incident is an event that disrupts or reduces the quality of a service

• Service request is a formal request from a user for something to be provided

• Examples: Incident - server outage, Service request - software installation