20+ IT Service Desk Analyst Interview Questions and Answers

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 addresses

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

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 request is a formal request from a user for something to be pr...read more

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 hardware diagnostics, or performing a system restore.

• Examples...read more

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.

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

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 members, assign permissions, and modify group properties.

• Exampl...read more

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

FSMO roles are flexible single master operations roles in Active Directory that control specific domain and forest-wide operations.

• There are 5 FSMO roles: Schema Master, Domain Naming Master, RID Master, PDC Emulator, and Infrastructure Master.

• The Schema Master controls all updates and modifications to the schema.

• The Domain Naming Master controls the addition or removal of domains in the forest.

• The RID Master allocates sequences of unique RIDs to each domain controller in a d...read more

I provide desktop support and troubleshooting for hardware, software, and network issues.

• Assist users with hardware and software issues

• Troubleshoot network connectivity problems

• Install and configure software applications

• Resolve printer and scanner issues

• Provide remote support using remote desktop tools

Technology is a boon for the future as it has the potential to solve complex problems and improve our lives.

• Technology can help us in various fields such as healthcare, education, and communication.

• It can improve the efficiency and accuracy of tasks, making them faster and more reliable.

• Artificial intelligence and machine learning can help us solve complex problems and make predictions.

• Technology can also help us connect with people from all over the world and share knowledge...read more

I would listen to the user's concerns, troubleshoot the issue, provide clear instructions, and follow up to ensure the problem is resolved.

• Listen actively to the user's frustrations and concerns.

• Ask clarifying questions to understand the specific issue.

• Troubleshoot the problem step by step, providing clear instructions.

• Offer alternative solutions if the initial troubleshooting does not work.

• Follow up with the user to ensure the issue is resolved and provide additional assista...read more

Citrix is a virtualization technology, Ping ID is a multi-factor authentication solution, and VPN is a secure network connection.

• Citrix allows users to access applications and desktops remotely

• Ping ID provides an additional layer of security by requiring multiple forms of authentication

• VPN creates a secure connection between a user's device and a private network

• Examples of VPNs include OpenVPN and Cisco AnyConnect

Possible reasons for a user not receiving emails

• Incorrect email settings or configuration

• Network connectivity issues

• Email server downtime

• Full mailbox or storage limit reached

• Emails being filtered as spam

• User account suspended or deactivated

To troubleshoot a monitor issue, we can check the cables, update drivers, adjust display settings, and perform hardware tests. To resolve a BSOD issue, we can check for hardware or software conflicts, update drivers, run virus scans, and perform system restores.

• Check cables and connections

• Update drivers

• Adjust display settings

• Perform hardware tests

• Check for hardware or software conflicts

• Run virus scans

• Perform system restores

VPN is a secure network connection that allows users to access resources on a private network remotely.

• VPN stands for Virtual Private Network.

• It encrypts data transmitted over the internet to ensure privacy and security.

• It allows users to access resources on a private network from a remote location.

• Examples of VPN services include NordVPN, ExpressVPN, and CyberGhost.

Active Directory is a Microsoft service that manages network resources and user accounts.

• Centralized database for managing network resources

• Allows for authentication and authorization of users and computers

• Enables group policy management for network-wide settings

• Examples: user accounts, computers, printers, security groups

I handle an average of 50 tickets per day, ranging from password resets to software installations.

• I prioritize tickets based on urgency and impact on business operations.

• I ensure timely resolution of tickets and provide regular updates to users.

• I maintain accurate records of all tickets and resolutions.

• I collaborate with other IT teams to resolve complex issues.

• Examples of tickets I handle include: password resets, software installations, network connectivity issues, printer ...read more

Zaur is not a term or technology in Microsoft.

• Zaur is not a known term or technology in Microsoft

• It is possible that the interviewer may have misspoken or meant to ask a different question

• It is important to clarify the question with the interviewer to provide an accurate answer

There are many types of VPN (Virtual Private Network) such as SSL VPN, IPsec VPN, PPTP VPN, L2TP VPN, and OpenVPN.

• SSL VPN: Secure Socket Layer VPN for secure remote access

• IPsec VPN: Internet Protocol Security VPN for secure communication over the internet

• PPTP VPN: Point-to-Point Tunneling Protocol VPN for easy setup

• L2TP VPN: Layer 2 Tunneling Protocol VPN for secure data transmission

• OpenVPN: Open-source VPN solution for flexibility and security

Exchange Server is a Microsoft email server solution that provides email, calendar, contacts, and task management functionalities.

• Microsoft email server solution

• Provides email, calendar, contacts, and task management

• Used for communication and collaboration within organizations

OST and PST are file formats used by Microsoft Outlook to store email data.

• OST stands for Outlook Offline Storage Table and is used for offline access to email data.

• PST stands for Personal Storage Table and is used to store email data locally on a user's computer.

• OST files are typically used in conjunction with Exchange Server for offline access to emails.

• PST files can be imported/exported to backup or transfer email data between different computers.

BSOD stands for Blue Screen of Death, a Windows operating system error screen displayed when a system encounters a critical error.

• BSOD is a stop error screen that appears when the Windows operating system encounters a critical error and cannot recover.

• It usually includes a specific error code and a message indicating the cause of the error.

• Common causes of BSOD errors include hardware failures, driver issues, and software conflicts.

• Examples of BSOD error codes include: IRQL_N...read more

I would like to talk about the beautiful city of Paris.

• Paris is the capital city of France

• Known for its iconic landmarks such as the Eiffel Tower and Louvre Museum

• Famous for its delicious cuisine and fashion scene

• Rich in history and culture with many art galleries and theaters

• Popular tourist destination with millions of visitors each year

BSOD stands for Blue Screen of Death, an error message displayed on Windows systems when a fatal system error occurs.

• BSOD is a common error message displayed on Windows systems when a fatal system error occurs

• It usually includes a stop code that can help identify the cause of the error

• BSOD can be caused by hardware issues, driver problems, or software conflicts