Parexel International Service Desk Specialist Interview Questions and Answers

Service desk work involves providing technical support and assistance to users within an organization.

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

• Troubleshooting technical problems and providing solutions

• Logging and tracking issues in a ticketing system

• Escalating complex issues to higher level support teams

• Providing timely updates and resolutions to users

• Documenting solutions for future reference

Incident management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

• Incident management involves logging, categorizing, prioritizing, and escalating incidents

• It aims to restore normal service operation as quickly as possible

• Examples of incidents include network outages, software crashes, and hardware failures