Interview Questions and Answers

Service desk focuses on providing IT services to the organization, while help desk provides technical support to end-users.

• Service desk is proactive and focuses on improving IT services for the organization

• Help desk is reactive and focuses on resolving technical issues for end-users

• Service desk handles IT service requests, change management, and IT asset management

• Help desk handles technical issues such as software and hardware problems, password resets, and network connectiv...read more

To improve performance tuning in SQL, optimize queries, use indexes, and monitor server resources.

• Optimize queries by avoiding unnecessary joins and subqueries

• Use indexes to speed up data retrieval

• Monitor server resources such as CPU usage and memory usage

• Consider partitioning large tables to improve query performance

• Use stored procedures to reduce network traffic and improve performance

• Regularly update statistics to ensure the query optimizer has accurate information

• Consider...read more

INC and SR are both issue tracking systems, but INC is for incidents and SR is for service requests.

• INC is used to track incidents, which are unexpected events that cause disruption to normal operations.

• SR is used to track service requests, which are requests for assistance or information from a service provider.

• INC tickets are typically more urgent and require immediate attention, while SR tickets are often less urgent and can be addressed in a more routine manner.

• Examples o...read more

CDN management involves real-time monitoring and troubleshooting to ensure optimal performance.

• Real-time monitoring of CDN usage and traffic patterns

• Identifying and resolving issues related to content delivery

• Optimizing CDN performance through configuration and tuning

• Working with content providers and network teams to ensure seamless delivery

• Examples include troubleshooting slow page load times, identifying and mitigating DDoS attacks, and optimizing caching policies

KPIs of service desk

• Average time to resolve a ticket

• First call resolution rate

• Customer satisfaction score

• Number of tickets resolved per day/week/month

• Ticket backlog

• Agent productivity

• Cost per ticket

• Service level agreement compliance