IT Service Desk Interview Questions and Answers

Service desk (or IT service desk). A service desk takes a holistic approach to end-user’s needs by addressing virtually everything that happens within an IT environment (Both positive and negative). A service desk provides an organization to the people who are the liaisons between the technology and the users of the technology. Implementing a service desk will help your organization take the next step in addressing needs to more closely align technology services with business objectives.

IT service desks handle everything from individual technical problems to sweeping system outages, providing a single point of contact (SPOC) for IT users to seamlessly and easily interact with the organization’s IT branch.

Other definition: The ITIL definition of the service desk (service operation)

“The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”

There are different types of service desk services available in the market.

Local: (It is located mostly within the Location) Co-located within or physically close to the user community it serves. This often aids communication, gives a clearly visible presence, and can support a local language and cultural differences, but can be often inefficient and expensive to resources as the volume and arrival rate of calls may not justify the minimum staffing levels required.

This is mainly suited for small or medium enterprises and the service desk is located within or near the premises.

Centralized: (It is one Service Desk across the Globe) The number of service Desks can be reduced by merging them into a single location or a smaller number of locations. This can be more efficient and cost-effective allowing fewer staff to deal with a higher volume of calls.

It might still be necessary to maintain some ‘local presence’, but such staff can be controlled and deployed from the central desk. Mainly suitable for an enterprise which handles large volumes of tickets and comprising of a fewer set of staff members.

Virtual: (The other name is illusion Service Desk) Through the use of technology, particularly the internet, and corporate support tools, it is possible to give the impression of a single, centralized Service Desk when in fact the personnel may be in any number or types of locations. The commonly used service desk among the enterprises, corporate and IT companies.

Follow the Sun: Some global or international organizations may combine two or more of their geographically dispersed Service Desks to provide a 24-hour follow- the-sun (24/7) service.

 SLA stands for service level agreement. It is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.

• Service Level Agreement tracking (SLAs)
• Cost Savings and Scalability
• Improve asset management
• Anytime access in different locations and completely cloud-based
• Enhance operational efficiency
• Escalation procedures
• Customized greetings
• Automated emails and updates
• Online, easy-to-use dashboards
• Knowledge base and customer service portal
• Comprehensive tracking and reporting
• Scripted and quick responses
• Ticket Management: Automatic ticket routing
• Ability to collect tickets via phone, web portal, email or automatically from endpoint monitors and Access to account tickets via Comodo One Mobile app

Service desk management or IT service desk Management is an evolution from the help desk with superior scope and quality to serve large and complex demands through processes. Or  It is the process of managing the IT service desk that forms the point of contact between the IT service providers and the IT service users.

 ITSM stands for IT service management. It is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.

It is Service/Self-Service Catalog

Complete incorporation with other IT Service Management processes

Integrating and communicating with the configuration management database (CMDB)

Function as Single Point of Contact (SPOC) for all IT applications/areas/business processes

Enable the organization to be compliant with Service Level Management agreements- (itarian)

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.

It means attending to customers courteously and resolving their issues efficiently. Being polite and greeting them nicely to ensure they have an enjoyable experience also counts.

if you work in a team environment, respond with what you like about working in a team.

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.

Yes sir, I am wide open for any shift on any day

ITIL stands for Information Technology Infrastructure Library. It is a Framework. It is one of the most preferred & utilized IT Service Management (ITSM) framework. ITIL provides guidance to an organization and individuals to use IT as a service to empower business change, transformation & improvement.

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

If the end user complains based on OS or application, while trying to go on with their work the steps leading to the difficulty are usually lost by the time the clients call for help, it becomes complicated to retrace those on the phone. I generally resolve the issue by asking the client to reproduce the steps while I can view their desktop using Webex or Microsoft remote desktop software.

• Design Coordination,
• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
• Risk Management
• Compliance Management
• Architecture Management

A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

A help desk is a multi-dimensional resource, designated to help in reducing downtime in IT services and functions and making them available for maximum time. It is specially focused on end user functionality, and, thus, is responsible for quick resolution of immediate needs, incidents and technical issues of end users.