Service Desk Analyst Interview Questions

Companies depend on service desk analysts who are reliable, punctual and organised to support office and information systems. During an interview, you may be asked about your familiarity with helping others remotely, your 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.

16,963 Service Desk Analyst interview questions shared by candidates

Top Service Desk Analyst Interview Questions & How to Answer

Here are three top service desk analyst interview questions and tips on how to answer them:

Question No. 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 No. 2: A customer is annoyed because their equipment is malfunctioning. How do you handle this?

How to answer: Helping customers 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 empathising 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 No. 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, prioritising your tasks, creating a daily checklist and using apps to create alerts and reminders.

Top Interview Questions

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Marriott International
Front Desk Associate was asked...18 March 2012

How would rate your memory?

29 Answers

What was the question? :p

Great. I can't think of anything I have forgotten.

An elephant never forgets, but I am no elephant.

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Royal offices

If plane is about to crash, whom would you save when you can save 2 people from your mother, pregnant lady, doctor and yourself

21 Answers

I’ll save the Doctor and the Pregnant Lady so that the doctor can save my mother if she is injured Less

I have to think to save my mother first. Because this pregnant doctor should have a partner with her. It's positive when a lady gets pregnant she must have a partner whenever she goes out or travel in order make herself feel more secured. And here my mother is only depending on me, so i must try to save her first. Less

Mother, pregnant lady then myself.

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Tell me about your redundancy (if appropriate) or why do you want to leave your present employer?

11 Answers

Just told them the truth that I was looking for a job change and why.

I am working as an independent contractor. I have a lot of Front Desk experience, from Hotels and Country Clubs. I think that my experience and drive, will make me an asset to your company. I would be delighted to introduce myself in person and discuss this wonderful position. Less

I have been working in The Hospitality Industry for many years , in Hotels as well Country Clubs. Now I am an independent contractor and work on several projects at this time. I am looking to go back to my roots, which is being a Front Desk Receptionist. Less

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1 Hotels

Do you own a water bottle?

9 Answers


That is horrible grammar.

Yes, I do own a water bottle.

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Goldman Sachs

Consider a random walk on a graph in the shape of the capital letter Y, with nodes at A and B at the top, C at the bottom, and O in the center. With probability 1/3, there is a transition from O to A, B, or C that takes 1 time unit to complete. Find the expected time to get to C, starting at A.

7 Answers

All branches go to O with prob 1. So Ec_a = 1 + 1/3 + 2/3Ec_c since the time from b to a is the same by symmetry. Solving we have Ec_a = 4 Less

I thought this was a geometric series question and came up with the answer of 2, which was clearly wrong. The interviewer tried to help me out, but he and I were using different notation, which we only discovered after 10 minutes of very confusing discussion, in which we both probably thought the other was either insane or stupid. He kept prodding me to "use the symmetry of the situation" (i.e., A and B are basically the same thing), but I wasn't able to see how the symmetry translated into a mathematical result. We moved on without discovering the answer. Less

if no probability is associated with A to O (A to O is a certain thing to happen) then it would be 1+ 1*(1/3) = 4/3. correct me if im wrong Less

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Marriott International

What 3 qualities are important to have in this position?

7 Answers

Smile understand of othere and work together

Smile lm'a people person that love to help out. If l don't know the answer,l well get it. Less

Precence of mind, Poilteness, Readybto take different challenges

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Joskos Solutions

where do you see yourself in 5 years

7 Answers

I was the other candidate that they messed around for weeks like you.

I was told I was 2nd. Did you get the role ?

I was told you had more experience than me that they never asked for. Did you get the role ? Less

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Volkswagen Group

Why do you want to work for VW?

6 Answers

As its a very reputable company


u gay

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Generic. Asked me what I thought I would bring to the company.

6 Answers

I am young and energetic and communicate with other easily

Young ,energetic and educated person

Young ,energetic and communicable

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Crowne Plaza Hotels & Resorts

Why did you choose Front Office Department ?

4 Answers

i chose front office as my career path because being in front of the area and dealing with the guest with a promising service and a memorable experience which makes the guest visit the hotel create a spell bound impression at the very first time and make him say WOW,being an effective communicator with immaculate attire and positive attitude with always a pleasant smile on the face and being hospitable is all you need Less

We can intact with different kind of people, and we can learn lot

Kyuni Ki e to Mere paas 1-2 Saal ka experiance Hai... Cust Se aise baat arte Hain Aur Mujhe Har Tarah Se Cust Se Baat Karna achchha Lagta Hai....... Main Airtel Digital TV Me Executive Hun..... Less

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