Service Desk Analyst Question & Answers - Part-6

Q1:- What is a Service Desk?

A:- A service desk is a place where we provide technical support to the users who require it.

Q2:- Do you know which skill set that are required for a service desk analyst?

A:- Yes sir, few management skills required by service desk analysts are

1. Quick thinking mind

2. Time-management Skills

3. Organizational Skills

Q3:- Do you think Service desk analysts need IT skills?

A:- Definitely service desk analysts require IT skills because service desk analysts provide technical support so we need to make sure to have IT skills so that we can provide the technical support who are in need and even we should update our IT skills with the requirement.

Q4:-What is the difference between the service desk and help desk?

A:- At the service desk, we provide the technical support to the company users whereas in help desk they provide customer support.

Q5:- As a service desk analyst, what is the more important qualification you need to have?

A:- Effective communication and IT skills.

Effective communication enables me to listen to what users need and I can even communicate effectively which means that I won't lose any information while listening or communicating which helps in fast resolutions.

Q6:- What is the difference between RAM and ROM?

A:- RAM stands for random access memory whereas ROM stands for read-only memory. RAM is used to store temporary data whereas ROM is used to store permanent data.

Q7:- Can you describe the latest Computer Processors (CPU)?

A:- Some of the lasts computer processors are

I3 processor

I5 processor I7 processor

Q8:- Which operating system you are familiar with?

A:- As I am using systems from my childhood days I am familiar with almost each and every operating system. The latest operating system that I have been using is windows 10.

Q9:- What do you use to view information about system events and application errors on Windows?

A:- To view information about system events and application errors on Windows, we can use Event Viewer

Q10:- What can you do to optimize hard drive performance on Windows?

A:- To optimize hard drive performance on Windows, I will use Disk cleanup and Defrag to speed up the hard drive and computer’s overall performance by optimizing file system.

Q11:- What do you know about Blue Screen of Death?

A:- BSOD means while running OS suddenly user machine stopped working and user can see blue screen with some code, it means machine have hardware issue like RAM or Hard disk.

Q12:- What motivates you for the job of service desk assistant ?

A:- In the service desk assistant job we need to interact continuously with users and help them to solve their problems and as I am good at technical skills, it would make my job easier to help them to resolve their queries, also, i love to interact with people.

Q13:- What are the abilities of an ideal service desk analyst?

A:- As a service desk analyst, I should have the following abilities:

The first ability is to listen to others

I need the Ability to communicate my thoughts clearly

The third ability is patience, I need to be patient especially in a tense situation

Q14:- How you deal with an irate user or customer who refuses to calm down?

A:- Answer this question in such a way that the interviewer believes in you. I try to know the reason behind his intense and calm down him by giving the proper answer to his questions and will solve his issue as soon as possible so that he gets cool down.

Q15:- Can you describe the role of service desk analyst?

A:- Service Desk Analysts act as the bridge between end users and technical teams. They are generally involved in identification, initial assessment and assignment of incidents to appropriate technical teams.

Q16:- Are you ready to work on weekends and night shifts?

A:- Note; say yes at the time of interview but yes later we can tell some issue in work night shifts.

Q17:- If we ask you to learn any new technology that is required by our clients or workers, will you learn?

A:- As a service desk analyst, I will try to keep myself update with the new technologies in the market so definitely I would love to learn the new technologies