Must-know interview questions for service desk analysts in 2023

As a leading AI-powered global recruiting firm, Talent500 has helped world-renowned companies like Uber, Nike, Pepsico, and Airbnb find top class talent for their teams. Our experience has given us a lot of insight into what these companies expect from their candidates.

Based on this, we’ve collated a list of the most common questions asked during interviews for service desk analyst positions, along with some tips on how to answer them effectively.

Tech skills related questions

1. Can you explain how SCCM works and how you have used it as a service desk analyst?
SCCM stands for System Center Configuration Manager, and it is a tool used for managing large groups of Windows-based computers. Answer this question by explaining the main features of SCCM and how you’ve used them in previous roles as a service desk analyst. Some key points to mention could include:

• The ability to deploy software updates and patches
• Inventory management and reporting
• Remote control capabilities
• The ability to manage mobile devices
• Incident tracking and reporting

2. How have you used Rally (or another Agile management tool) in the past and how does it help with managing projects?
Rally is a tool used for Agile project management. To answer this question, you’ll want to explain your experience as service desk analyst using Rally (or another Agile management tool) and how it has helped you manage projects in the past.

Don’t forget to include these points while you’re responding:

• The ability to break down a project into smaller, manageable tasks
• A visual representation of progress and milestones
• The ability to collaborate with team members in real-time
• Prioritizing and reprioritizing tasks as needed
• Managing and reporting on project timelines, budget and deliverable.

3. Can you describe a time when you used ServiceNow as a service desk analyst to resolve an incident and what was the outcome?
ServiceNow is a cloud-based platform used for IT service management and automation. In this context, you’ll want to provide a specific example of an incident you resolved using ServiceNow and the outcome of that incident.

Mention these points while responding:

• The specific incident and how it was reported
• The steps you took to resolve the incident using ServiceNow
• How the incident was tracked and reported
• The outcome of the incident and how it was communicated to stakeholders.

4. How do you ensure that your team meets Service Level Agreements (SLAs)?
Service Level Agreements (SLAs) are agreements between a service provider and a customer that outline the level of service that the customer can expect to receive. To respond clearly to this question, you’ll want to explain how you ensure that your team meets SLAs.

Structure your response to include these points:

• Defining and communicating SLAs to team members
• Tracking and reporting on SLA compliance
• Identifying and addressing SLA breaches as soon as they occur
• Continuously reviewing and updating SLAs to ensure they are realistic and achievable.

5. Can you describe how you measure performance using Key Performance Indicators (KPIs)?
Key Performance Indicators (KPIs) are metrics used to measure the performance of a particular aspect of an organization. To answer this question, you’ll want to explain how you measure performance using KPIs and what kind of metrics you consider to be important.

Some key points to mention could include:

• Identifying and defining relevant KPIs
• Gathering and analyzing data to measure performance
• Communicating performance metrics to stakeholders
• Continuously reviewing and updating KPIs to ensure they remain relevant and accurate.

Soft skills related questions

1. Can you describe a time when you had to work with a team to resolve an issue? How did you contribute to the team’s efforts and what was the outcome?
Collaboration and teamwork are key skills for service desk analysts. To answer this question, you’ll want to provide a specific example of a time when you worked with a team to resolve an issue and describe your role in the process.

Here’s what you should mention in your response:

• The specific issue and the team’s approach to resolving it
• Your specific contributions to the team’s efforts
• How you communicated with team members and sought input from others
• The outcome of the issue and any lessons learned.

2. Can you describe a time when you had to handle a difficult client or team member? How did you approach the situation and what was the outcome?
Dealing with difficult clients or team members is a common challenge for service desk analysts. In this context, you’ll want to provide a specific example of a difficult situation you faced that involved a conflict with a team member or a client and how you handled it.

Some key points to mention could include:

• The specific situation and the customer’s behavior
• The steps you took to de-escalate the situation and resolve the issue
• The outcome of the situation and how it was communicated to the customer
• Any lessons learned or ways you could have handled the situation differently.

3. How do you stay organized and manage your workload when you have multiple tasks and deadlines?
Being able to manage your time and prioritize tasks is crucial for success as a service desk analyst. To give a clear response, you’ll want to describe your approach to staying organized and managing your workload.

Focus on some of these key points:

• Using tools like calendars, to-do lists, and project management software to plan and track your tasks
• Identifying and prioritizing tasks based on importance and deadlines
• Communicating your progress and any roadblocks to your manager or team members
• Seeking out additional resources or help when needed.

4. How do you communicate with customers and team members who have different technical backgrounds?
As a service desk analyst, you’ll often be communicating with customers and team members who have varying levels of technical expertise.
In order to respond to this question, you’ll want to describe your approach to communicating with these individuals in a way that is clear, concise, and easy to understand.

Some key points to mention could include:

• Using plain language and avoiding technical jargon when communicating with non-technical customers or team members
• Asking clarifying questions to ensure you fully understand their needs and concerns
• Providing detailed explanations and examples to help them understand technical concepts
• Using visual aids, such as diagrams and screenshots, to help illustrate your points.

5. Can you describe a time when you had to learn a new technical skill or tool on the job? How did you approach learning it and what was the outcome?
You should provide a specific example of a time when you had to learn a new technical skill or tool on the job and describe your approach to learning it.

Here are some of the points that you could focus on:

• Identifying resources or mentors to help guide your learning
•  Setting goals and tracking your progress
•  Applying the new skill or tool in your work to demonstrate your proficiency.

Here are some additional resources to assist with your job search: our Million Dollar Advice series featuring useful tips and techniques from Vikram Ahuja, CEO, Talent500.

How To Get Noticed By Recruiters
How To Negotiate Your Salary Like A Pro
Top 3 Interview Questions and How To Answer Them

Conclusion

The job market for service desk analysts is expected to be robust in 2023, with a high demand for skilled professionals in the field. By reviewing and preparing for common interview questions and highlighting your technical and soft skills, you will increase your chances of securing your ideal position as a service desk analyst.