10+ Service Desk Specialist Interview Questions and Answers

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

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

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

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

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

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.

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 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

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

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

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

A VPN, or Virtual Private Network, is a secure network connection that allows users to access the internet privately and securely.

• Creates a secure encrypted connection over a less secure network, such as the internet

• Helps protect sensitive data and maintain privacy online

• Allows users to access resources on a network as if they were directly connected to that network

• Commonly used by remote workers to access company resources securely

An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service.

• An incident can be caused by hardware failure, software failure, human error, or other factors.

• Examples of incidents include network outages, application crashes, and security breaches.

• The goal of incident management is to restore normal service operation as quickly as possible.