Service Desk Interview Questions and Answers

It is true that every interview for Service Desk position holds much importance as far as the candidate’s future is concerned. Interviews conducted for customer service positions are usually more harrowing than their counterparts as they are designed to test candidates’ people skills more than anything else.

At an interview for a position at a service desk, you are usually tested primarily on how well you can handle customers. Since you will be in constant contact with customers, it is up to you to project a positive image of the company that you are representing. At an interview for this position, you may come across many questions that will be asked to gauge how you can handle irate customers or resolve complex problems.

Typically, service desk positions are held by technical people – IT professionals mostly. However, you may also attain a position that is not technical in nature. Either way, an interview will be quite focused on how well you can work as the first point of contact or the “helper”. Some important questions that you may be asked when being interviewed for a service desk position include:

Service Desk Interview Questions and Answers

What qualifies you for a service desk job?
My strong background in providing IT support, expertise in troubleshooting web based application errors and full command over software and hardware based troubleshooting along with strong communication skills and a strong, client oriented work ethic qualify me for a service desk position.

What is your definition of good customer service?
Good customer service means attending to customers courteously and resolving their issues efficiently. Being polite and greeting them nicely to ensure they have a wonderful experience also count.

What do you think is the importance of customer services?
Customer services is the most important aspect of any company since the future of a company depends on it. Customers who have a poor view of a company because of how they were treated are sure to switch to a competitor.

Is it necessary for organizations to have a service desk?
Service desks are very important because they have the capacity to provide centralized assistance to customers. They make sure that resources are available to customers and that any help they may need is provided to them from one concentrated source.

How do you handle irate customers?
It is part of my training to deal with difficult customers by practicing tact and patience. I listen carefully to what customers have to say when they are agitated and try my best to resolve their problems. If a situation transpires where I do not feel equipped to handle an irate customer, I report the incident to my supervisor.

Describe a time when you dealt with a difficult customer?
Once a man asked for software troubleshooting over the phone. He was quite agitated, convinced that his data had been lost and was probably short of time as well. I explained the solution to him in detail but he did not seem to understand. I assured him that we would do whatever we can to retrieve his data and he became a bit calm. Then, very slowly and in simple words, I explained the steps and finally succeeded in data retrieval

What three abilities do you possess that make you a good fit for a service desk job?
I have great listening and comprehension skills. I also possess a unique ability to handle adverse situations by practicing discretion and can usually handle work pressure quite well.

What motivates you when working at this position?
I like communicating with people. Working at a service desk means that I get to meet many types of people in a day and help them with their predicaments. This is motivation in itself.

Can you explain the difference between a service desk and help desk?
A help desk essentially processes customer complaints, ensures that their technical problems are addressed and generally focuses on end user issues. A service desk on the other hand serves as a single point of contact for users and IT management. It manages routine delivery and processing of information utilizing the IT infrastructure.

Tell me about one professional achievement you are proud of?
I pioneered in implementing the ITIL V3 at i-touch technologies which enhanced system efficiency by 50%

What is the greatest challenge that service desk professionals face? How do you overcome it?
If the end user’s complain is OS or application based, 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 very difficult to retrace those on phone. I resolve the issue usually by asking the client to reproduce the steps while I can view their desktop using Webex or Microsoft remote desktop software.

What do ITIL, SLA and SPOC stand for?
Information Technology Infrastructure Library, Service Level Agreement and Single Point of Contact.

What strategies do you follow to ensure smooth service transition?
For attaining and ensuring a smooth service transition, I focus a lot on the strategy design and operation. I then define a plan to minimize operational outages and gaps so the effects of strategy transition may not impact the corporation in any way.

What are the 5 ITIL core service lifecycles?
These include: service strategy evaluation, design development, transitional monitoring, operational service and CSI or continual service improvement

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