Service Desk Executive Interview Questions and Answers

Incident management is the process of identifying, analyzing, and resolving IT issues to minimize business impact.

• It involves logging incidents, categorizing them by severity, and prioritizing them based on impact

• It also includes communication with stakeholders and tracking progress until resolution

• Examples of incidents include system crashes, network outages, and software errors

Postpaid bill payment is the payment made for services used in the previous month.

• Postpaid bill payment is made for services used in the previous month

• It is a payment made after the services have been used

• It is different from prepaid where payment is made in advance

• Examples include mobile phone bills, internet bills, and utility bills

Problem management is the process of identifying, analyzing, and resolving recurring incidents to prevent future occurrences.

• It involves identifying the root cause of a problem

• Creating a plan to resolve the problem

• Implementing the plan to prevent future occurrences

• Monitoring the effectiveness of the solution

• Examples include identifying and resolving recurring network outages or software bugs

A service request is a formal request from a user for help with a specific issue or task.

• Service requests are typically submitted through a service desk or help desk system.

• They can include requests for technical support, equipment repairs, software installations, and more.

• Service requests are usually prioritized based on their urgency and impact on the business.

• Examples of service requests include password resets, printer issues, and network connectivity problems.

My communication skills are excellent.

• I have experience in customer service and have received positive feedback on my communication skills.

• I am able to listen actively and respond appropriately to customer inquiries and concerns.

• I am comfortable communicating through various channels such as phone, email, and chat.

• I am able to explain technical concepts in a clear and concise manner.

• I am able to adapt my communication style to different audiences and situations.

5G is the fifth generation of wireless technology that promises faster internet speeds, lower latency, and greater capacity.

• 5G stands for fifth generation and is the latest wireless technology

• It promises faster internet speeds, lower latency, and greater capacity

• It uses higher frequency radio waves to transmit data

• It enables new technologies like self-driving cars and virtual reality

• It is currently being rolled out globally by telecommunication companies