Top 15 Service Desk Analyst Interview Questions and Answers

This question assesses the candidate's knowledge of different Operating Systems (OS). 

Here's a Sample Answer: 

"Operating Systems include Windows, macOS, Linux, and Unix. Windows is prevalent in business environments, macOS is popular among creatives, Linux is favoured by developers, and Unix is often used in servers and advanced computing settings." 

"When my PC doesn’t turn on, I first check the power connection, followed by verifying that the power button works. I then inspect the hardware components, such as RAM and hard drive connections. If the problem persists, I might try a different power source or seek technical assistance.” 

This question assesses the candidate's ability to diagnose common IT issues.  

Here's a Sample Answer: 

"If a PC frequently locks up and reboots, I would consider possible hardware failures, driver issues, overheating, or malware infections. I would run diagnostics, update drivers, or perform a virus scan to identify and resolve the problem." 

This question assesses the candidate's approach to user support.  

Here's a Sample Answer: 

"I ensure quick access to IT support by establishing user-friendly support channels, such as an accessible help desk portal and an efficient ticketing system. Additionally, I clearly communicate how to reach IT support during various hours." 

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This question assesses the candidate's ability to manage support requests effectively.  

Here's a Sample Answer: 

"I assess the importance and urgency of each request, prioritising those that impact business operations or affect multiple users. I use a ticketing system to track requests, ensuring that high-priority issues are addressed first while still managing less critical tasks efficiently." 

This question assesses the candidate's understanding of maintaining system reliability.  

Here's a Sample Answer: 

"My maintenance schedule includes regular software updates, applying security patches, and performing hardware checks. I plan these activities during off-peak hours to minimise disruption and ensure regular backups are completed to safeguard data." 

This question assesses the candidate's approach to documentation and problem-solving. 

Here's a Sample Answer: 

"I document recurring technical issues by logging them in a knowledge base, tracking patterns, and identifying root causes. This process enables me to implement preventive measures, reducing the likelihood of the same issues recurring." 

This question assesses the candidate's understanding of performance measurement. 

Here's a Sample Answer: 

"I measure performance using KPIs such as ticket resolution time, user satisfaction scores, and system uptime. Regularly reviewing these metrics helps identify areas for improvement and ensures the team consistently meets service expectations." 

This question assesses the candidate's commitment to continuous learning. 

Here's a Sample Answer: 

"I stay updated by following industry blogs, attending webinars, and participating in online courses. Networking with peers and attending conferences also provide valuable insights into emerging technologies." 

This question assesses the candidate's learning approach and adaptability.  

Here's a Sample Answer: 

"When I had to learn a new ticketing system, I began with online tutorials and hands-on practice. I also sought guidance from colleagues and documented key processes. This proactive approach allowed me to use the tool efficiently, improving my support response time." 

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This question assesses the candidate's experience with Agile management tools. 

Here's a Sample Answer: 

"I have used Rally to plan sprints, track progress, and manage project backlogs. The tool provides visibility into project timelines, facilitates team collaboration, and helps align tasks with business objectives, ensuring that projects stay on track and meet their goals." 

This question assesses the candidate's ability to manage and meet SLAs. 

Here's a Sample Answer: 

"I monitor SLA metrics regularly, set clear expectations with the team, and ensure we have the resources needed to meet our targets. Regularly reviewing performance against SLAs allows us to make adjustments and maintain service quality." 

This question assesses the candidate's problem-solving skills. 

Here's a Sample Answer: 

"I resolved a complex network outage by methodically tracing the issue to a faulty switch. I replaced the hardware and reconfigured the network settings, restoring service within the agreed timeframe and preventing future outages." 

This question assesses the candidate's commitment to customer service. 

Here's a Sample Answer: 

"A customer had a critical deadline, and their system crashed. I stayed late to troubleshoot the issue, ensuring the system was up and running. The customer met their deadline, and they appreciated the extra effort." 

This question assesses the candidate's commitment to customer service. 

Here's a Sample Answer: 

"A customer had a critical deadline, and their system crashed. I stayed late to troubleshoot the issue, ensuring the system was up and running. The customer met their deadline, and they appreciated the extra effort."