90+ Service Desk Engineer Interview Questions and Answers

If the Zoom application does not open, I will troubleshoot the issue by checking for any error messages, restarting the computer, updating the application, and reinstalling if necessary.

• Check for any error messages or notifications

• Restart the computer to refresh the system

• Update the Zoom application to the latest version

• Reinstall the Zoom application if the issue persists

Distribution groups are used for sending emails to multiple recipients, while shared mailboxes are used for collaboration and sharing of emails.

• Distribution groups are used for sending emails to multiple recipients with a single email address.

• Shared mailboxes are used for collaboration and sharing of emails among a group of users.

• Distribution groups are managed by an administrator, while shared mailboxes can be managed by multiple users.

• Shared mailboxes can be accessed by mul...read more

Troubleshooting steps for a non-working printer

• Check if the printer is turned on and connected to power

• Ensure the printer is connected to the computer properly

• Check for any error messages on the printer display or computer

• Restart the printer and computer

• Update printer drivers

• Check for paper jams or low ink levels

To close and reopen VPN using task manager, then add servers and check authentication application.

• Open task manager by pressing Ctrl + Shift + Esc

• Find VPN application in the list of processes and end task

• Reopen VPN application and add servers provided by company

• Check authentication application to ensure it is working properly

I would troubleshoot the system lag and printer issues to identify and resolve the root cause.

• Check for any software updates or patches that may be causing the system lag

• Restart the system to see if that resolves the issue

• Check printer connections and power source

• Ensure printer drivers are up to date

• Try printing a test page to see if the issue persists

To solve integrated webcam failure on laptop, troubleshoot by checking device manager, updating drivers, restarting laptop, checking physical connections.

• Check device manager for any errors related to the webcam

• Update webcam drivers from the manufacturer's website

• Restart the laptop to see if the issue resolves

• Check physical connections of the webcam to ensure it is properly connected

I have extensive experience as a System Engineer handling hardware, software, and network issues.

• Managed hardware installations and troubleshooting for servers, desktops, and peripherals

• Installed, configured, and maintained software applications and operating systems

• Diagnosed and resolved network connectivity issues

• Performed regular maintenance tasks to ensure system reliability

• Collaborated with cross-functional teams to implement IT solutions

You cannot power on an SMPS without plugging it in.

• It is not possible to power on an SMPS without plugging it in.

• An SMPS requires a power source to function.

• Attempting to power on an SMPS without plugging it in can be dangerous and should not be attempted.

Active Directory is a directory service that stores information about network resources and enables centralized management.

• Active Directory is a Microsoft technology used in Windows-based networks.

• It provides a centralized database for managing users, computers, and other network resources.

• Active Directory uses a hierarchical structure with domains, trees, and forests.

• It allows for authentication, authorization, and access control to network resources.

• Active Directory enables...read more

To resolve the issue, I would follow the severity level and prioritize accordingly.

• Assess the severity level of the issue

• Determine the impact on the user or system

• Prioritize the issue based on severity

• Allocate appropriate resources to resolve the issue

• Communicate the progress and resolution to the user

I resolve VPN issues by troubleshooting network connections, checking VPN settings, and ensuring proper authentication.

• Troubleshoot network connections to ensure they are stable and properly configured

• Check VPN settings to ensure they are correct and match the VPN server

• Ensure proper authentication by verifying credentials and permissions

• Update VPN client software if necessary

• Restart VPN services or devices if needed

SLA stands for Service Level Agreement, which defines the level of service expected by a customer. Service desk metrics are used to measure the performance of the service desk.

• SLA is a contract between a service provider and a customer that outlines the services to be provided, the expected level of service, and the responsibilities of both parties.

• Service desk metrics are key performance indicators used to measure the efficiency and effectiveness of the service desk, such as...read more

On a daily basis, I typically handle around 20-30 tickets, varying in complexity and urgency.

• Ticket volume can fluctuate based on system updates or user training sessions.

• Common issues include password resets, software installation requests, and hardware malfunctions.

• For example, I might resolve 5 password reset requests, 3 software installation issues, and 2 hardware-related tickets daily.

• High-priority tickets, such as system outages, can significantly increase the daily cou...read more

Yes, I have experience with Windows troubleshooting.

• Identifying and resolving common Windows issues such as blue screen errors, slow performance, and software crashes

• Using built-in troubleshooting tools like Event Viewer, System File Checker, and Windows Update troubleshooter

• Troubleshooting network connectivity problems, driver issues, and application compatibility issues

• Researching online resources and forums for solutions to more complex problems

I typically face around 10-15 problems or tickets on a daily basis.

• Handling user account issues

• Troubleshooting software and hardware problems

• Resolving network connectivity issues

• Assisting with software installations and updates

Yes, I am able to manage my own conveyance.

• I have my own reliable transportation, such as a car or bike.

• I am comfortable with driving to different locations for work.

• I am willing to cover the expenses related to my conveyance for work purposes.

Daily challenges for a Service Desk Engineer include technical issues, user errors, and communication hurdles.

• Frequent password reset requests from users, leading to increased workload.

• Network connectivity issues that affect multiple users, requiring quick troubleshooting.

• Software installation requests that often involve compatibility checks.

• User errors, such as accidental deletions or misconfigurations, needing immediate resolution.

• Hardware failures, like malfunctioning prin...read more

DNS is a system that translates domain names into IP addresses, allowing computers to communicate with each other.

• DNS stands for Domain Name System

• It is responsible for translating domain names into IP addresses

• DNS allows computers to communicate with each other over the internet

• DNS uses a hierarchical system of domain names, with the top-level domains being .com, .org, .net, etc.

• DNS servers store information about domain names and their corresponding IP addresses

Registered address is the official address of the company, reporting location is where you physically work.

• Registered address is where the company is officially located for legal purposes

• Reporting location is where you physically go to work every day

• Example: Registered address - 123 Main Street, City, State, Zip Code; Reporting location - Company Headquarters, Building A, Floor 3

SLA stands for Service Level Agreement and TAT stands for Turnaround Time. SLA defines the level of service expected by the customer, while TAT is the time taken to complete a task.

• SLA is a contract between a service provider and a customer that outlines the level of service expected.

• TAT is the time taken to complete a task or resolve an issue.

• SLA rules specify the response time, resolution time, and other service-related commitments.

• TAT rules define the maximum time allowed ...read more

I am a dedicated Service Desk Engineer with a passion for technology and a strong commitment to customer service.

• Over 5 years of experience in IT support, resolving technical issues efficiently.

• Skilled in troubleshooting hardware and software problems, such as network connectivity and application errors.

• Proficient in using ticketing systems like ServiceNow to manage and prioritize support requests.

• Strong communication skills, enabling me to explain technical concepts to non-t...read more

An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. A service request is a formal request from a user for something to be provided.

• Incident is an event that disrupts or reduces the quality of a service

• Service request is a formal request from a user for something to be provided

• Examples: Incident - server outage, Service request - software installation

The version of MS Outlook used in our company is Outlook 365.

• Outlook 365 is the latest version of Microsoft Outlook that is subscription-based.

• It offers cloud-based email, calendar, and contacts with a focus on security and productivity.

The version of Ms. Outlook used in our company is Outlook 365.

• Outlook 365 is the latest version of Microsoft Outlook that is subscription-based.

• It offers cloud-based email, calendar, and contacts with a variety of features and updates.

• Other versions like Outlook 2019, 2016, and 2013 may also be used in different organizations.

Steps to reset a password and unlock an account in Active Directory for a Service Desk Engineer.

• Open Active Directory Users and Computers (ADUC) console.

• Locate the user account by searching or navigating through the organizational unit (OU).

• Right-click on the user account and select 'Reset Password'.

• Enter a new password that meets the organization's password policy requirements.

• Check the box to unlock the account if it is locked.

• Click 'OK' to apply the changes and notify the ...read more

A proxy IP is an IP address that acts as an intermediary between a user and the internet.

• Proxy IP hides the user's original IP address

• It can be used to access geo-restricted content

• Proxy servers can be set up on a local network or purchased from a provider

• Examples of proxy servers include Squid, Apache, and Nginx

IT infrastructure refers to the collection of hardware, software, networks, and services that organizations use to manage, deliver, and support their IT services.

• IT infrastructure includes physical components such as servers, routers, switches, and storage devices.

• It also includes software components such as operating systems, databases, and applications.

• Networks are a critical component of IT infrastructure, connecting devices and allowing data to be transmitted between them...read more