Senior Administrator 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 optimize infra and cost, I have taken the following steps:

• Conducted a thorough analysis of current infrastructure and identified areas for improvement

• Implemented virtualization technology to reduce hardware costs and increase efficiency

• Moved to cloud-based solutions to reduce maintenance and upgrade costs

• Implemented automation tools to streamline processes and reduce manual labor costs

• Negotiated with vendors for better pricing and discounts

• Implemented energy-efficient solu...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

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

The collection process involves contacting customers who have outstanding debts and working to secure payment.

• Identify overdue accounts

• Contact customers via phone, email, or mail to remind them of their outstanding balance

• Negotiate payment plans with customers if necessary

• Document all communication and payment agreements

• Escalate to legal action if payment is not received

New changes in technology are inevitable and require constant adaptation.

• Keeping up with new technology is crucial for staying competitive.

• Training and education are necessary to ensure proficiency with new technology.

• Collaboration with IT professionals can help identify and implement new technology.

• Examples of new technology include artificial intelligence, blockchain, and virtual reality.

• Adopting new technology can improve efficiency, productivity, and customer satisfaction...read more