Service Support Executive Interview Questions and Answers

Email to client regarding IT issue

• Introduce yourself and your role in the company

• Explain the issue briefly and clearly

• Provide any relevant details such as error messages or steps taken

• Offer a solution or next steps to resolve the issue

• Thank the client for their patience and understanding

To manage a team for customer service, focus on communication, training, setting clear goals, providing support, and recognizing achievements.

• Communicate regularly with team members to ensure everyone is on the same page

• Provide thorough training to equip team members with necessary skills and knowledge

• Set clear goals and expectations to guide team members in their work

• Offer support and guidance when team members face challenges

• Recognize and reward team members for their achie...read more

Active Directory hierarchy includes domains, trees, and forests.

• Active Directory is organized into domains, which are collections of objects, including computers and users.

• Domains can be grouped into trees, which are collections of domains that share a common namespace.

• Multiple trees can be grouped into forests, which are collections of trees that share a common schema and global catalog.

• Active Directory also includes domain controllers, which are servers that manage the auth...read more

Change and Problem Management are ITIL processes that aim to minimize disruptions and improve service quality.

• Change Management involves controlling and managing changes to IT infrastructure, applications, and services.

• Problem Management involves identifying and resolving the root cause of incidents and problems.

• Both processes aim to minimize disruptions and improve service quality.

• Change Management includes assessing the impact of changes, obtaining approval, and implementin...read more

Active Directory is a Microsoft service that manages network resources and user accounts.

• It is used to authenticate and authorize users and computers in a Windows domain network.

• It stores information about users, groups, computers, and other network objects.

• It provides a centralized location for network administration and management.

• It allows for the implementation of security policies and access controls.

• Examples of resources that can be managed through Active Directory incl...read more

ITIL stands for Information Technology Infrastructure Library. It is a framework for IT service management.

• ITIL provides a set of best practices for managing IT services.

• It helps organizations to align their IT services with business needs.

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

• ITIL is widely adopted by organizations around the world.

• ITIL certification is available for...read more