60+ Service Desk Engineer Interview Questions and Answers

If the Zoom application does not open, I will troubleshoot the issue by checking for any error messages, restarting the computer, updating the application, and reinstalling if necessary.

• Check for any error messages or notifications

• Restart the computer to refresh the system

• Update the Zoom application to the latest version

• Reinstall the Zoom application if the issue persists

Distribution groups are used for sending emails to multiple recipients, while shared mailboxes are used for collaboration and sharing of emails.

• Distribution groups are used for sending emails to multiple recipients with a single email address.

• Shared mailboxes are used for collaboration and sharing of emails among a group of users.

• Distribution groups are managed by an administrator, while shared mailboxes can be managed by multiple users.

• Shared mailboxes can be accessed by mul...read more

An incident is an unplanned interruption to a service, while a service request is a request for information or advice, or for a standard change.

• Incidents are usually caused by technical errors or failures, and can result in service downtime or degradation.

• Service requests are typically routine and do not require immediate attention.

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

• Examples of service requests include password resets, softwar...read more

I would troubleshoot the system lag and printer issues to identify and resolve the root cause.

• Check for any software updates or patches that may be causing the system lag

• Restart the system to see if that resolves the issue

• Check printer connections and power source

• Ensure printer drivers are up to date

• Try printing a test page to see if the issue persists

Troubleshooting steps for a non-working printer

• Check if the printer is turned on and connected to power

• Ensure the printer is connected to the computer properly

• Check for any error messages on the printer display or computer

• Restart the printer and computer

• Update printer drivers

• Check for paper jams or low ink levels

Active Directory is a directory service that stores information about network resources and enables centralized management.

• Active Directory is a Microsoft technology used in Windows-based networks.

• It provides a centralized database for managing users, computers, and other network resources.

• Active Directory uses a hierarchical structure with domains, trees, and forests.

• It allows for authentication, authorization, and access control to network resources.

• Active Directory enables...read more

An incident is an unplanned interruption to an IT service, a service request is a formal request for something to be provided, and SLA timings are agreed upon response and resolution times for tickets.

• An incident is a disruption to normal service that needs to be resolved quickly to minimize impact on users, such as a server outage or software crash.

• A service request is a formal request from a user for something to be provided, such as a new software installation or access to...read more

To close and reopen VPN using task manager, then add servers and check authentication application.

• Open task manager by pressing Ctrl + Shift + Esc

• Find VPN application in the list of processes and end task

• Reopen VPN application and add servers provided by company

• Check authentication application to ensure it is working properly

You cannot power on an SMPS without plugging it in.

• It is not possible to power on an SMPS without plugging it in.

• An SMPS requires a power source to function.

• Attempting to power on an SMPS without plugging it in can be dangerous and should not be attempted.

To resolve the issue, I would follow the severity level and prioritize accordingly.

• Assess the severity level of the issue

• Determine the impact on the user or system

• Prioritize the issue based on severity

• Allocate appropriate resources to resolve the issue

• Communicate the progress and resolution to the user

Yes, I have experience with Windows troubleshooting.

• Identifying and resolving common Windows issues such as blue screen errors, slow performance, and software crashes

• Using built-in troubleshooting tools like Event Viewer, System File Checker, and Windows Update troubleshooter

• Troubleshooting network connectivity problems, driver issues, and application compatibility issues

• Researching online resources and forums for solutions to more complex problems

I typically face around 10-15 problems or tickets on a daily basis.

• Handling user account issues

• Troubleshooting software and hardware problems

• Resolving network connectivity issues

• Assisting with software installations and updates

DNS is a system that translates domain names into IP addresses, allowing computers to communicate with each other.

• DNS stands for Domain Name System

• It is responsible for translating domain names into IP addresses

• DNS allows computers to communicate with each other over the internet

• DNS uses a hierarchical system of domain names, with the top-level domains being .com, .org, .net, etc.

• DNS servers store information about domain names and their corresponding IP addresses

Yes, I am able to manage my own conveyance.

• I have my own reliable transportation, such as a car or bike.

• I am comfortable with driving to different locations for work.

• I am willing to cover the expenses related to my conveyance for work purposes.

Registered address is the official address of the company, reporting location is where you physically work.

• Registered address is where the company is officially located for legal purposes

• Reporting location is where you physically go to work every day

• Example: Registered address - 123 Main Street, City, State, Zip Code; Reporting location - Company Headquarters, Building A, Floor 3

I resolve VPN issues by troubleshooting network connections, checking VPN settings, and ensuring proper authentication.

• Troubleshoot network connections to ensure they are stable and properly configured

• Check VPN settings to ensure they are correct and match the VPN server

• Ensure proper authentication by verifying credentials and permissions

• Update VPN client software if necessary

• Restart VPN services or devices if needed

SLA stands for Service Level Agreement and TAT stands for Turnaround Time. SLA defines the level of service expected by the customer, while TAT is the time taken to complete a task.

• SLA is a contract between a service provider and a customer that outlines the level of service expected.

• TAT is the time taken to complete a task or resolve an issue.

• SLA rules specify the response time, resolution time, and other service-related commitments.

• TAT rules define the maximum time allowed ...read more

DNS is a system that translates domain names to IP addresses, domain is a group of network resources under the same administration, DHCP assigns IP addresses to devices, router connects multiple networks, modem connects a computer to the internet.

• DNS translates domain names to IP addresses (e.g. translating www.google.com to 172.217.3.100)

• Domain is a group of network resources under the same administration (e.g. google.com)

• DHCP assigns IP addresses to devices on a network dyn...read more

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

The version of Ms. Outlook used in our company is Outlook 365.

• Outlook 365 is the latest version of Microsoft Outlook that is subscription-based.

• It offers cloud-based email, calendar, and contacts with a variety of features and updates.

• Other versions like Outlook 2019, 2016, and 2013 may also be used in different organizations.

A proxy IP is an IP address that acts as an intermediary between a user and the internet.

• Proxy IP hides the user's original IP address

• It can be used to access geo-restricted content

• Proxy servers can be set up on a local network or purchased from a provider

• Examples of proxy servers include Squid, Apache, and Nginx

IT infrastructure refers to the collection of hardware, software, networks, and services that organizations use to manage, deliver, and support their IT services.

• IT infrastructure includes physical components such as servers, routers, switches, and storage devices.

• It also includes software components such as operating systems, databases, and applications.

• Networks are a critical component of IT infrastructure, connecting devices and allowing data to be transmitted between them...read more

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

MacBook is a line of laptop computers designed and marketed by Apple Inc.

• MacBook is a popular line of laptops known for their sleek design and high performance.

• They run on macOS operating system.

• MacBooks are known for their retina display and long battery life.

• They come in various models such as MacBook Air and MacBook Pro.

I do not have the exact number of desktops and laptops with make and model names.

• I do not have the exact number of desktops and laptops

• Make and model names are not available

We use various diploma softwares for different functions such as ticketing, remote access, and monitoring.

• Ticketing software like ServiceNow or Jira

• Remote access tools like TeamViewer or AnyDesk

• Monitoring tools like SolarWinds or Nagios

We use the ticketing tool called Zendesk.

• Zendesk is a cloud-based customer service platform

• It allows us to manage and track customer interactions across multiple channels

• We use it to log and track all service requests and incidents

• It also provides reporting and analytics to help us improve our service delivery

A firewall is a network security system that monitors and controls incoming and outgoing network traffic.

• It acts as a barrier between a trusted internal network and an untrusted external network.

• It can be hardware, software, or a combination of both.

• It can be configured to block or allow traffic based on predefined rules.

• It can also provide other security features such as VPN, antivirus, and intrusion prevention.

• Examples of popular firewall brands include Cisco, Fortinet, and...read more

To find the IP address of a system, you can use the command prompt or check network settings.

• Use the command 'ipconfig' in the command prompt to display the IP address of the system.

• Check network settings in the system's control panel to find the IP address.

• Use network diagnostic tools to identify the IP address of the system.

Check power supply, replace SMPS if necessary

• Check power cord and connections

• Test power outlet with another device

• Replace SMPS if it is not functioning properly

The software used in our company includes ticketing systems, remote desktop tools, monitoring tools, and knowledge base platforms.

• Ticketing systems (e.g. ServiceNow, Jira)

• Remote desktop tools (e.g. TeamViewer, AnyDesk)

• Monitoring tools (e.g. SolarWinds, Nagios)

• Knowledge base platforms (e.g. Confluence, SharePoint)

Yes, I am able to work remotely.

• I have experience working remotely and am comfortable with remote communication tools.

• I have a reliable internet connection and a suitable workspace at home.

• I am able to manage my time effectively and stay productive while working remotely.

DNS stands for Domain Name System, it translates domain names to IP addresses.

• DNS is like a phone book for the internet, translating domain names (like google.com) to IP addresses (like 172.217.3.206).

• DNS works by sending queries to a series of servers until it finds the correct IP address for the requested domain.

• DNS servers store records like A records (mapping domain names to IP addresses) and MX records (mapping domain names to mail servers).

To check IP, use command prompt and type 'ipconfig' or use online IP lookup tools.

• Open command prompt and type 'ipconfig' to view IP address

• Use online IP lookup tools like 'iplocation.net' or 'whatismyip.com' to check IP

• On Windows, go to Network and Sharing Center > Change adapter settings > Right-click on the network adapter > Status > Details to view IP

The antivirus used in our company is Symantec Endpoint Protection.

• Symantec Endpoint Protection is a comprehensive security solution for endpoints.

• It provides protection against viruses, malware, and other security threats.

• The antivirus is centrally managed and updated to ensure all endpoints are protected.

• Symantec Endpoint Protection offers features like firewall, intrusion prevention, and device control.

Outlook stuck in loading page

• Check internet connection

• Clear Outlook cache

• Disable add-ins

• Repair Office installation

• Try opening Outlook in safe mode

DHCP is a network protocol that assigns IP addresses to devices on a network, while DNS translates domain names to IP addresses.

• DHCP stands for Dynamic Host Configuration Protocol

• DHCP assigns IP addresses to devices on a network automatically

• DNS stands for Domain Name System

• DNS translates domain names (e.g. www.google.com) to IP addresses (e.g. 172.217.3.206)

Layers in a network refer to the different levels of protocols and functions that work together to transmit data.

• Layers help in organizing and standardizing network communication

• Each layer has specific functions and interacts with adjacent layers

• Examples of network layers include OSI model (Physical, Data Link, Network, Transport, Session, Presentation, Application) and TCP/IP model (Link, Internet, Transport, Application)

Software is a set of instructions that tell a computer what to do, while hardware refers to the physical components of a computer system.

• Software includes programs, applications, and operating systems

• Hardware includes components like the CPU, memory, and hard drive

• Examples of software: Microsoft Office, Adobe Photoshop

• Examples of hardware: motherboard, graphics card, monitor

An operating system is software that manages computer hardware and provides services for computer programs.

• Manages computer hardware resources

• Provides services for computer programs

• Acts as an intermediary between the hardware and software

• Examples: Windows, macOS, Linux

We have a total of 50 servers, including models such as Dell PowerEdge R740 and HP ProLiant DL380 Gen10.

• Total of 50 servers

• Models include Dell PowerEdge R740 and HP ProLiant DL380 Gen10

Flushing an IP involves releasing and renewing the IP address assigned to a device.

• To flush an IP on Windows, use the 'ipconfig /release' and 'ipconfig /renew' commands.

• On macOS, use the 'sudo ipconfig set en0 DHCP' command to flush the IP.

• On Linux, use the 'sudo dhclient -r' and 'sudo dhclient' commands to release and renew the IP.

• Flushing an IP can help resolve network connectivity issues or obtain a new IP from the DHCP server.

DNS stands for Domain Name System. It is a decentralized system that translates domain names into IP addresses.

• DNS is used to resolve domain names to their corresponding IP addresses.

• It helps in the efficient routing of internet traffic by translating human-readable domain names into machine-readable IP addresses.

• DNS operates through a hierarchical structure of servers, including authoritative DNS servers, recursive DNS servers, and root DNS servers.

• It plays a crucial role in...read more

Service desk is a centralized point of contact for users to get help with IT issues and requests.

• Provides technical support and assistance to users

• Handles IT incidents and service requests

• Logs and tracks issues in a ticketing system

• Resolves issues or escalates to higher level support

• Communicates with users regarding status and resolution

A computer is an electronic device that processes data to perform various tasks.

• Electronic device that processes data

• Can perform various tasks

• Consists of hardware and software components

I have used tools like remote desktop software, ticketing systems, knowledge base, and monitoring tools.

• Remote desktop software (e.g. TeamViewer, AnyDesk)

• Ticketing systems (e.g. ServiceNow, Jira)

• Knowledge base (e.g. Confluence, SharePoint)

• Monitoring tools (e.g. SolarWinds, Nagios)

My discipline is focused on providing efficient and effective solutions to technical issues.

• I prioritize problem-solving and troubleshooting skills

• I am detail-oriented and organized

• I am constantly learning and staying up-to-date with new technologies

• I have experience working in a fast-paced environment

• I am able to communicate technical information to non-technical individuals