Service Desk Engineer

90+ Service Desk Engineer Interview Questions and Answers

Updated 28 Jul 2025
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Q. What do you know about MacBooks?

Ans.

MacBook is a line of laptop computers designed and marketed by Apple Inc.

  • MacBook is a popular line of laptops known for their sleek design and high performance.

  • They run on macOS operating system.

  • MacBooks are known for their retina display and long battery life.

  • They come in various models such as MacBook Air and MacBook Pro.

6d ago

Q. What is remote desktop support?

Ans.

Remote desktop support allows technicians to access and troubleshoot a user's computer from a different location.

  • Enables technicians to diagnose and resolve issues without being physically present.

  • Commonly used in IT support to assist users with software problems.

  • Examples include using tools like TeamViewer or Microsoft Remote Desktop.

  • Facilitates quick resolution of technical issues, improving user satisfaction.

  • Can be used for training purposes, allowing users to learn softwa...read more

1w ago

Q. How many desktops and laptops are there, including their make and model names?

Ans.

I do not have the exact number of desktops and laptops with make and model names.

  • I do not have the exact number of desktops and laptops

  • Make and model names are not available

1w ago

Q. What software programs used in your company are relevant to your diploma?

Ans.

We use various diploma softwares for different functions such as ticketing, remote access, and monitoring.

  • Ticketing software like ServiceNow or Jira

  • Remote access tools like TeamViewer or AnyDesk

  • Monitoring tools like SolarWinds or Nagios

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Asked in Kennametal

2w ago

Q. What ticketing tools have you used?

Ans.

The ticketing tool used is ServiceNow.

  • ServiceNow is a popular ticketing tool used by many organizations.

  • It helps in managing and tracking IT service requests and incidents.

  • ServiceNow provides a centralized platform for logging, prioritizing, and resolving tickets.

  • It offers features like automated routing, SLA management, and reporting.

  • ServiceNow also integrates with other ITSM tools and systems.

  • For example, it can be integrated with monitoring tools like Nagios or with CMDB s...read more

Asked in HCLTech

2d ago

Q. What is a Firewall?

Ans.

A firewall is a network security system that monitors and controls incoming and outgoing network traffic.

  • It acts as a barrier between a trusted internal network and an untrusted external network.

  • It can be hardware, software, or a combination of both.

  • It can be configured to block or allow traffic based on predefined rules.

  • It can also provide other security features such as VPN, antivirus, and intrusion prevention.

  • Examples of popular firewall brands include Cisco, Fortinet, and...read more

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Asked in Accenture

2w ago

Q. How do you find the IP address of a system?

Ans.

To find the IP address of a system, you can use the command prompt or check network settings.

  • Use the command 'ipconfig' in the command prompt to display the IP address of the system.

  • Check network settings in the system's control panel to find the IP address.

  • Use network diagnostic tools to identify the IP address of the system.

Q. What steps should be taken when an SMPS fails?

Ans.

Check power supply, replace SMPS if necessary

  • Check power cord and connections

  • Test power outlet with another device

  • Replace SMPS if it is not functioning properly

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2w ago

Q. What software is used in your company?

Ans.

The software used in our company includes ticketing systems, remote desktop tools, monitoring tools, and knowledge base platforms.

  • Ticketing systems (e.g. ServiceNow, Jira)

  • Remote desktop tools (e.g. TeamViewer, AnyDesk)

  • Monitoring tools (e.g. SolarWinds, Nagios)

  • Knowledge base platforms (e.g. Confluence, SharePoint)

Q. Are you able to work remotely?

Ans.

Yes, I am able to work remotely.

  • I have experience working remotely and am comfortable with remote communication tools.

  • I have a reliable internet connection and a suitable workspace at home.

  • I am able to manage my time effectively and stay productive while working remotely.

2w ago

Q. What is DNS and how does it work?

Ans.

DNS stands for Domain Name System, it translates domain names to IP addresses.

  • DNS is like a phone book for the internet, translating domain names (like google.com) to IP addresses (like 172.217.3.206).

  • DNS works by sending queries to a series of servers until it finds the correct IP address for the requested domain.

  • DNS servers store records like A records (mapping domain names to IP addresses) and MX records (mapping domain names to mail servers).

2w ago

Q. How do you check the IP address?

Ans.

To check IP, use the command 'ipconfig' on Windows or 'ifconfig' on Linux/Mac.

  • On Windows, open Command Prompt and type 'ipconfig'. Look for 'IPv4 Address' under the network adapter you're connected to.

  • On Linux/Mac, open Terminal and type 'ifconfig'. Look for 'inet' or 'inet addr' under the network adapter you're connected to.

  • Alternatively, you can use online IP lookup tools or visit websites like 'whatismyip.com' to check your public IP address.

1d ago

Q. What antivirus software does your company use?

Ans.

The antivirus used in our company is Symantec Endpoint Protection.

  • Symantec Endpoint Protection is a comprehensive security solution for endpoints.

  • It provides protection against viruses, malware, and other security threats.

  • The antivirus is centrally managed and updated to ensure all endpoints are protected.

  • Symantec Endpoint Protection offers features like firewall, intrusion prevention, and device control.

Asked in Accenture

1d ago

Q. What are the layers in a network?

Ans.

Layers in a network refer to the different levels of protocols and functions that work together to transmit data.

  • Layers help in organizing and standardizing network communication

  • Each layer has specific functions and interacts with adjacent layers

  • Examples of network layers include OSI model (Physical, Data Link, Network, Transport, Session, Presentation, Application) and TCP/IP model (Link, Internet, Transport, Application)

1w ago

Q. Explain how VPNs work.

Ans.

VPNs create secure connections over the internet, encrypting data to protect user privacy and enable remote access.

  • VPN stands for Virtual Private Network, which establishes a secure connection over the internet.

  • It encrypts data, making it unreadable to unauthorized users, ensuring privacy.

  • VPNs can mask your IP address, allowing you to appear as if you are browsing from a different location.

  • For example, a user in the US can access content restricted to the UK by connecting to ...read more

Asked in Wipro

2w ago

Q. What is an IP address?

Ans.

An IP address is a unique identifier for a device on a network, enabling communication over the internet.

  • IP stands for Internet Protocol, which is a set of rules for routing and addressing packets of data.

  • There are two main types of IP addresses: IPv4 (e.g., 192.168.1.1) and IPv6 (e.g., 2001:0db8:85a3:0000:0000:8a2e:0370:7334).

  • IPv4 addresses are 32-bit numbers, while IPv6 addresses are 128-bit, allowing for a vastly larger number of unique addresses.

  • IP addresses can be static...read more

Q. What is software and hardware

Ans.

Software is a set of instructions that tell a computer what to do, while hardware refers to the physical components of a computer system.

  • Software includes programs, applications, and operating systems

  • Hardware includes components like the CPU, memory, and hard drive

  • Examples of software: Microsoft Office, Adobe Photoshop

  • Examples of hardware: motherboard, graphics card, monitor

2d ago

Q. What antivirus software did your company use?

Ans.

The antivirus used in our company is Symantec Endpoint Protection.

  • Symantec Endpoint Protection is a comprehensive security solution for endpoints.

  • It provides protection against viruses, malware, and other security threats.

  • The antivirus is centrally managed and updated to ensure all endpoints are protected.

  • Symantec Endpoint Protection offers features like firewall, intrusion prevention, and device control.

  • Regular scans and updates are scheduled to maintain security levels.

Asked in TCS

4d ago

Q. What is an operating system?

Ans.

An operating system is software that manages computer hardware and provides services for computer programs.

  • Manages computer hardware resources

  • Provides services for computer programs

  • Acts as an intermediary between the hardware and software

  • Examples: Windows, macOS, Linux

Q. what is DHCP and dns?

Ans.

DHCP is a network protocol that assigns IP addresses to devices on a network, while DNS translates domain names to IP addresses.

  • DHCP stands for Dynamic Host Configuration Protocol

  • DHCP assigns IP addresses to devices on a network automatically

  • DNS stands for Domain Name System

  • DNS translates domain names (e.g. www.google.com) to IP addresses (e.g. 172.217.3.206)

Asked in Dr. Reddy's

5d ago

Q. What is a service desk?

Ans.

Service desk is a centralized point of contact for users to get help with IT issues and requests.

  • Provides technical support and assistance to users

  • Handles IT incidents and service requests

  • Logs and tracks issues in a ticketing system

  • Resolves issues or escalates to higher level support

  • Communicates with users regarding status and resolution

Asked in HCLTech

1w ago

Q. What is a ticketing tool?

Ans.

A ticketing tool is software that helps manage and track service requests and incidents in IT support environments.

  • Facilitates communication between users and support teams.

  • Tracks the status of issues from creation to resolution.

  • Examples include Jira Service Desk, Zendesk, and ServiceNow.

  • Enables prioritization and categorization of tickets for efficient handling.

  • Provides reporting and analytics to improve service delivery.

1d ago

Q. How do you troubleshoot printer issues?

Ans.

Troubleshooting printer issues involves checking connections, drivers, and settings to ensure proper functionality.

  • Check if the printer is powered on and connected to the network.

  • Ensure that the printer has paper and is not jammed.

  • Verify that the correct printer is set as the default in the computer's settings.

  • Update or reinstall printer drivers if there are issues with printing.

  • Run the printer's built-in diagnostic tool to identify problems.

Asked in TCS

3d ago

Q. What is ServiceNow?

Ans.

ServiceNow is a cloud-based platform that automates IT service management and business processes.

  • IT Service Management (ITSM): Streamlines IT services like incident management and change management.

  • Workflow Automation: Automates repetitive tasks, improving efficiency and reducing errors.

  • Integration Capabilities: Connects with various tools and systems, enhancing overall functionality.

  • User-Friendly Interface: Provides a modern, intuitive interface for users and administrators....read more

3d ago

Q. How does an operating system work?

Ans.

An operating system manages hardware and software resources, providing a user interface and enabling application execution.

  • Manages hardware resources like CPU, memory, and storage.

  • Provides a user interface (UI) for user interaction, e.g., Windows GUI or Linux command line.

  • Handles system calls for applications to interact with hardware, e.g., file operations.

  • Manages processes and multitasking, allowing multiple applications to run simultaneously.

  • Ensures security and access con...read more

1w ago

Q. How do you flush an IP address?

Ans.

Flushing an IP involves releasing and renewing the IP address assigned to a device.

  • To flush an IP on Windows, use the 'ipconfig /release' and 'ipconfig /renew' commands.

  • On macOS, use the 'sudo ipconfig set en0 DHCP' command to flush the IP.

  • On Linux, use the 'sudo dhclient -r' and 'sudo dhclient' commands to release and renew the IP.

  • Flushing an IP can help resolve network connectivity issues or obtain a new IP from the DHCP server.

1w ago

Q. How many servers are you familiar with, and what are their model names?

Ans.

We have a total of 50 servers, including models such as Dell PowerEdge R740 and HP ProLiant DL380 Gen10.

  • Total of 50 servers

  • Models include Dell PowerEdge R740 and HP ProLiant DL380 Gen10

3d ago

Q. What is a service request?

Ans.

A service request is a formal request for assistance or information regarding IT services.

  • Typically submitted by users to IT support teams.

  • Examples include password resets, software installations, or access requests.

  • Service requests are often tracked through a ticketing system.

  • They differ from incidents, which are unplanned interruptions to services.

Asked in Wipro

2w ago

Q. What is DNS?

Ans.

DNS stands for Domain Name System. It is a decentralized system that translates domain names into IP addresses.

  • DNS is used to resolve domain names to their corresponding IP addresses.

  • It helps in the efficient routing of internet traffic by translating human-readable domain names into machine-readable IP addresses.

  • DNS operates through a hierarchical structure of servers, including authoritative DNS servers, recursive DNS servers, and root DNS servers.

  • It plays a crucial role in...read more

2w ago

Q. What is meant by SLA?

Ans.

SLA stands for Service Level Agreement, defining expected service standards between providers and clients.

  • SLA outlines the specific services provided, such as response times and resolution times.

  • For example, an SLA may state that critical issues will be resolved within 4 hours.

  • SLAs help manage client expectations and ensure accountability from service providers.

  • They often include penalties for non-compliance, such as service credits or refunds.

  • SLAs can vary by service type, s...read more

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