Service Desk Specialist

10+ Service Desk Specialist Interview Questions and Answers

Updated 3 Jun 2024
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Q1. If your System is locked and don't know the password how you recovered?

Ans.

To recover from a locked system without password, use password reset disk or boot from external media.

  • Use password reset disk if created beforehand

  • Boot from external media and reset password

  • Use command prompt to reset password

  • Contact IT support for assistance

Q2. What is customer service. Give an example of excellent customer service

Ans.

Customer service is the act of providing assistance and support to customers before, during, and after a purchase.

  • Active listening and empathy towards customers

  • Prompt and effective resolution of customer issues

  • Going above and beyond to exceed customer expectations

  • Personalization of service to meet individual customer needs

  • Clear and concise communication with customers

  • Example: A customer service representative who patiently listens to a customer's concerns, offers a personaliz...read more

Q3. How to troubleshoot application issue from the Network proactive

Ans.

To troubleshoot application issue from the Network proactive, follow these steps:

  • Check network connectivity

  • Verify DNS settings

  • Check firewall settings

  • Check for any recent changes made to the network or application

  • Use network monitoring tools to identify any issues

  • Check application logs for any errors or warnings

  • Try restarting the application or server

  • Contact the application vendor for support

Q4. MS Outlook configuration at exchange level?

Ans.

MS Outlook configuration at exchange level involves setting up email accounts, managing permissions, and configuring security settings.

  • Exchange server must be configured to allow Outlook access

  • Email accounts must be created and configured with appropriate settings

  • Permissions must be set for users and groups

  • Security settings must be configured to prevent unauthorized access

  • Examples include setting up shared mailboxes, configuring auto-replies, and managing distribution lists

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Q5. How to handle P1 case

Ans.

Handling a P1 case involves immediate response and resolution to minimize impact on users.

  • Acknowledge the P1 case promptly and inform the user about the priority level.

  • Gather all necessary information from the user to understand the issue.

  • Escalate the case to the appropriate team or individual with the required expertise.

  • Provide regular updates to the user regarding the progress and estimated resolution time.

  • Ensure proper documentation of the case for future reference and ana...read more

Q6. What is DHCP?

Ans.

DHCP stands for Dynamic Host Configuration Protocol. It is a network protocol that automatically assigns IP addresses to devices on a network.

  • DHCP is used to simplify network administration by automatically assigning IP addresses to devices on a network.

  • It allows devices to join a network and obtain an IP address without manual configuration.

  • DHCP servers can also assign other network configuration information, such as subnet masks and default gateways.

  • DHCP leases are temporar...read more

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Q7. How to handle annoyed customer

Ans.

Listen actively, empathize, apologize, offer a solution, and follow up.

  • Listen actively to the customer's complaint without interrupting.

  • Empathize with the customer's frustration and acknowledge their feelings.

  • Apologize for any inconvenience caused and take responsibility for the issue.

  • Offer a solution or alternative to resolve the issue.

  • Follow up with the customer to ensure their satisfaction and to prevent future issues.

Q8. What is DNN ?

Ans.

DNN stands for DotNetNuke, a web content management system based on Microsoft .NET.

  • DNN is a popular CMS used for creating and managing websites.

  • It is based on Microsoft .NET framework and written in VB.NET or C#.

  • DNN offers a range of features including content management, user management, and site administration.

  • It has a large community of developers and users who contribute to its development and support.

  • Some examples of websites built on DNN include the official website of ...read more

Service Desk Specialist Jobs

Service Desk Specialist - Bangalore 3-4 years
NTT Data Information Processing Services
4.0
Bangalore / Bengaluru
Service Desk Specialist - Bangalore 1-4 years
NTT Data Information Processing Services
4.0
Bangalore / Bengaluru
Service Desk Specialist - Coimbatore 1-2 years
NTT Data Information Processing Services
4.0
Coimbatore

Q9. How service desk work

Ans.

Service desk work involves providing technical support and assistance to users within an organization.

  • Responding to user inquiries and issues via phone, email, or chat

  • Troubleshooting technical problems and providing solutions

  • Logging and tracking issues in a ticketing system

  • Escalating complex issues to higher level support teams

  • Providing timely updates and resolutions to users

  • Documenting solutions for future reference

Q10. What is incident management

Ans.

Incident management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

  • Incident management involves logging, categorizing, prioritizing, and escalating incidents

  • It aims to restore normal service operation as quickly as possible

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

Q11. Describe ITIL process

Ans.

ITIL is a framework for IT service management that aims to align IT services with the needs of the business.

  • ITIL stands for Information Technology Infrastructure Library

  • It consists of five core publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

  • ITIL processes include Incident Management, Problem Management, Change Management, Release Management, and Service Level Management

  • ITIL helps organizations to improve...read more

Q12. Current job tasks CCNA

Ans.

My current job tasks include utilizing my CCNA certification to troubleshoot network issues and provide technical support to end-users.

  • Troubleshoot network issues

  • Provide technical support to end-users

  • Utilize CCNA certification

  • Maintain accurate records of service requests and resolutions

Q13. Past experience in protera technology

Ans.

I have experience working with Protera technology in my previous role as a Service Desk Specialist.

  • Implemented Protera technology solutions to improve service desk efficiency

  • Provided support and troubleshooting for Protera technology issues

  • Collaborated with Protera technology team to optimize system performance

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