Service Desk Analyst Interview Questions in United States
"Companies depend on service desk analysts who are reliable, punctual, and organized to support office and information systems. During an interview, you may be asked about your familiarity with helping others remotely, knowledge of troubleshooting, and how you can provide excellent customer service under stress. In addition, you may have to simulate a phone call with a customer whose internet, iPad, or printer is not functioning."
Top Service Desk Analyst Interview Questions & How to Answer
Here are three top service desk analyst interview questions and how to answer them:
Question #1: Tell me about the computer programs you use.
How to answer: The hiring manager is evaluating whether you have the computer-based hard skills needed for the job. Show them your competencies with your answer. You can include remote desktop control software, such as RemotePC; standard office software, such as MS Office 365; cloud-based data management software, such as Azure and AWS; and a directory service, such as MS Active Directory.
Question #2: A customer is annoyed because his equipment is malfunctioning. How do you handle this?
How to answer: Helping customers to resolve technical issues is a key duty of a service desk analyst. Your customer service, communication, and problem-solving skills are being tested with this question. Prove these competencies by developing a process that can resolve the issue. Steps can include empathizing with the customer, matching their energy positively, and identifying the equipment issue. You can talk about fixing the issue yourself or managing another resource, such as an IT department specialist, to do so. Maintaining your relationship with the customer is another key step.
Question #3: How do you manage your time?
How to answer: Typically, a service desk analyst has to manage several projects concurrently. Show the hiring manager that you have this skill by describing a strong time management strategy. For example, talk about setting a schedule, prioritizing your tasks, creating a daily checklist, and using apps to create alerts and reminders.
How will you deal with an angry guest?
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I would also repeat back to the customer the service requested. This lets the customers knows that you understand the issue and what steps that they may need next. Less
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Calm the guest down and try to find out exactly what the guest is upset about then, come up with a solution to make the guest happy. Less
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Match their emotion and energy. Sympathize and tell them “I understand how you feel, a lot of our guests sometimes feel that way, but it actually works like...” Less
How would you add to the team?
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By providing Amazing customer service
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I had 6months of taking over an HOA run condo resort in Orlando Florida, which is just outside of Disney. There's no greater pressure then working in the country's largest tourist destination. There's no greater pleasure than pleasing someone that has literally saved all year, just to stay with you. Less
Describe a time when you had trouble with a customer and how did you resolve it?
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Once was yelled at for not having a certain item in the store I worked in since it was a brand that no longer existed. I found an associate who was familiar with that type of project and went with her and the customer to the item section and helped explain what would be closest to what the customer has used previously and offered a coupon for her trouble. Less
If you had a guest who came to the front desk angrily inquiring about why his shower was without hot water and you were also on the other line with another guest trying to answer a few of their questions while a few guests wanted to check -in, what would you do in this type of situation to make everyone happy?
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I would ask the person on the other line to please hold while I find out the answers to their questions, ask the angry guest to please come forward so I could help them with their issue & call maintenance while also politely thanking the other guests waiting in line for being so patient. Then I would answer the guest's questions who is on the phone, quickly hang up, and help the guests waiting in line. Less
Customer service has a negative reputation based on past experience by a former support provider. What steps would you make, how would you raise the level of customer service for the organization?
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Empathy, patience and consistency.
What experience do you have with Microsoft SCCM? What Experience do you have using SNOW SAM software? What experience do you possess leading/managing a service desk?
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I have about 7 years experience working with Microsoft SCCM 2007/2012. Upgraded to SCCM 2012 from 2007 and installed and set up SCCM for various other companies. I researched and purchased SNOW SAM software for my last employer, Created a VMware server(s), installed SNOW and setup two other servers, a SQL DB and a storage server. Installed SNOW and imported VMware and SCCM connectors. Setup a package in SCCM 2012 to deploy the agent to all the computers/ servers in the company, then configured the dashboard. I have lead the service desk for around 10 years for three separate companies, managed the service desk at my last employer for 2 years. Completed task such as project management, from development to implementation, yearly budgets, mobile devices, training, etc. Less