17 Senior Service Desk Analyst Interview Questions and Answers

The role of a senior service desk analyst is to provide support to users of technology within an organization. They may also be responsible for managing and monitoring a team of service desk analysts.

In order to be successful in this role, you’ll need to be able to answer questions about a variety of technologies and have excellent customer service skills. You’ll also need to be able to work under pressure and be able to handle multiple tasks simultaneously.

To help you prepare for your interview, we’ve compiled a list of common questions and answers that you may be asked.

Are you comfortable working in a fast-paced environment where you may need to multitask and prioritize your work?

The interviewer may ask this question to gauge your ability to work in a fast-paced environment and how you prioritize your tasks. Your answer should show that you are comfortable working under pressure and can multitask effectively.

Example: “Yes, I am very comfortable working in a fast-paced environment. In my previous role as an IT service desk analyst, I often had multiple tickets open at the same time. I learned to prioritize my work based on urgency and importance so I could ensure all issues were resolved quickly. I also use project management software to help me stay organized and track my progress.”

What are some of the technical skills you have that make you a good senior service desk analyst?

Employers ask this question to learn more about your technical skills and how they can benefit their company. When you answer, try to list the most relevant skills that relate to the job description. This shows the employer that you have the necessary qualifications for the role.

Example: “I am highly proficient in customer service software like Zendesk and Desk Hero. I also have experience with enterprise-level ticketing systems like ServiceNow and Freshdesk. These tools are common among large companies, so my knowledge of them makes me a good fit for this position.”

How would you handle a customer who is angry and frustrated about the problems they are having with their account?

This question can help the interviewer assess your customer service skills and how you handle challenging situations. Use examples from previous experience to show that you have strong interpersonal skills and are able to diffuse tense situations.

Example: “In my last role, I had a customer who was frustrated because they couldn’t access their account online. They were upset because they needed to pay an invoice but couldn’t do so. I listened carefully to what they were saying and asked questions to understand more about the problem. After learning more about the issue, I explained that there was a temporary outage in our system and assured them that we would resolve it as soon as possible. The customer calmed down after hearing this information.”

What is your process for troubleshooting technical issues?

The interviewer may ask you this question to understand how you approach a problem and solve it. Your answer should include steps that show your analytical skills, attention to detail and ability to communicate with others.

Example: “I start by gathering as much information about the issue as possible. I use my computer knowledge to research solutions online or in reference materials. If I can’t find an immediate solution, I contact other service desk analysts for help. Once I have all of the necessary information, I begin troubleshooting the issue until I resolve it.”

Provide an example of a time when you went above and beyond for a customer and helped resolve their issue.

When answering this question, it can be helpful to provide specific details about the customer and their issue. This can help show your interviewer that you are a dedicated employee who cares about helping customers.

Example: “I once had a customer call in because they were having trouble with their computer’s operating system. I was able to troubleshoot the problem over the phone, but when I realized that the customer didn’t have any antivirus software installed on his computer, I offered to install it for him at no charge. He was very grateful for my assistance and told me he would recommend our company to all of his friends.”

If a customer has a question about a product or service that falls outside of your area of expertise, how would you respond?

This question can help interviewers understand how you collaborate with your team and other departments. Your answer should show that you are willing to seek out the expertise of others when needed, but also that you have a strong understanding of the products or services you support.

Example: “If I am unable to answer a customer’s question about a product or service outside my area of expertise, I would first try to find someone on my team who could provide an answer. If no one on our team is able to answer the question, I would reach out to my manager for assistance. If they were unavailable, I would then contact another department within the organization that may be able to assist.”

What would you do if you were unable to solve a customer’s problem and they were getting increasingly frustrated?

This question can give the interviewer insight into how you handle challenging situations and your ability to diffuse a tense situation. In your answer, try to highlight your problem-solving skills and emphasize that you would do everything in your power to solve the issue for the customer.

Example: “If I was unable to solve a customer’s problem, I would apologize and explain why I couldn’t help them. Then, I would find someone who could assist them or escalate the issue to my manager so they could provide assistance. If I felt like I had done everything within my power to resolve the issue, I would stay with the customer until they were satisfied.”

How well do you handle criticism from your supervisor or colleagues?

This question can help interviewers determine how you react to constructive criticism. When answering this question, it can be helpful to mention a time when you received feedback from your supervisor or manager and used that information to improve your work performance.

Example: “In my current role as an IT service desk analyst, I have the opportunity to interact with many different people who are experiencing computer issues. Sometimes, these interactions can become challenging because of the person’s attitude or tone. In those situations, I try to remain calm and professional while still providing them with quality customer service. My goal is to resolve their issue in a way that makes them feel heard and valued.”

Do you have experience working with ticketing systems or other software tools used in the IT industry?

The interviewer may ask this question to learn more about your experience with specific tools and systems. Use your answer to highlight any skills you have that are relevant to the job, such as working with ticketing software or other IT tools.

Example: “I’ve worked with several different ticketing systems in my previous roles, including Help Desk Central and ServiceNow. I’m comfortable using both desktop and mobile versions of these systems, which has helped me work efficiently when managing calls from customers. In addition, I am familiar with many common help desk software applications, such as Zendesk and Freshdesk.”

When is it appropriate to escalate a customer issue to another department?

The interviewer may ask you this question to assess your ability to work with other departments and teams. Use your answer to highlight your communication skills, problem-solving abilities and willingness to collaborate with others.

Example: “I would only escalate a customer issue to another department if I could not find an immediate solution or the issue was beyond my expertise. In these cases, I would contact my manager or senior team members for help. If they were unable to solve the issue, I would then reach out to the appropriate department. For example, if a customer had a billing question, I would first try to resolve it myself before escalating to finance.”

We want to improve our customer service scores. What ideas do you have for doing so?

This question is an opportunity to show your problem-solving skills and how you can help improve the company’s overall performance. Your answer should include specific ideas for improving customer service scores, such as:

Improving wait times on phone calls Decreasing call abandonment rates Increasing first-call resolution rates Example: “I would start by analyzing our current customer service metrics to determine what areas we need to improve. I’d then create a plan that includes training employees on best practices for handling customer issues and implementing new technology or processes to make it easier to handle customer inquiries.”

Describe your personal philosophy on customer service.

Interviewers ask this question to learn more about your customer service philosophy and how it relates to their organization. When answering, think about what you believe is most important when interacting with customers. Consider mentioning a specific example of how you applied your personal philosophy in the past.

Example: “I believe that every interaction with a customer should be positive. I always try to greet customers with a smile and make sure they feel heard. If someone has an issue or concern, I take the time to listen to them and address their concerns as best I can. In my previous role, I had a customer who was upset because her order hadn’t arrived on time. She felt like we didn’t care about her problem, but I took the time to explain our shipping policies and apologized for any inconvenience. After explaining, she understood and appreciated that I cared about her experience.”

What makes you qualified for a senior service desk analyst position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of all the skills, knowledge and experience that makes you qualified for this role. Consider including any certifications or training you have completed in the past.

Example: “I am highly organized and detail-oriented, which is why I love working as a service desk analyst. In my previous position, I received training on ITIL processes, which has helped me become an expert at analyzing customer issues and providing solutions. My communication skills are also strong, which helps me work with customers and other team members. These skills make me well-qualified for this senior service desk analyst position.”

Which operating systems do you have experience with?

The interviewer may ask this question to see if you have experience with the operating systems they use in their organization. If you don’t have experience with the ones they use, explain what operating system you’re most comfortable using and how quickly you can learn new systems.

Example: “I’ve worked with Windows 7, 10 and Linux for the past five years. I’m also familiar with Mac OSX but haven’t used it extensively. I am a quick learner, so I would be able to adapt to any of these operating systems within a few days.”

What do you think is the most important trait for a successful team member?

This question can help the interviewer get to know you as a person and how your personality might fit in with their team. When answering this question, it can be helpful to think about what makes you successful at work and what traits helped you develop that skill.

Example: “I believe the most important trait for a successful team member is empathy. I have found that when someone understands where another person is coming from, they are better able to communicate effectively and collaborate on projects. In my last role, I was working with a team of developers who were having trouble understanding why customers would call into the service desk. I explained to them that many people don’t understand computers like we do, so sometimes they need extra support. After that conversation, they understood the challenges their customers faced more clearly and were able to provide better solutions.”

How often do you update your knowledge of technical knowledge?

Employers want to know that you are committed to your career and continuously learning. They may ask this question to see if you have a plan for continuing your education throughout your career. In your answer, share how you stay up-to-date on the latest technology trends. Explain what resources you use to learn about new developments in your field.

Example: “I am passionate about my career, so I always make sure to continue my education. I subscribe to several technical publications where I can read about the newest advancements in IT. I also take online courses through reputable institutions to expand my knowledge of specific topics. I recently completed an online course on cloud computing because I wanted to learn more about it since many companies are moving their services to the cloud.”

There is a bug in the system that is causing problems for a large number of customers. What is your process for deciding how to resolve the issue?

This question can help the interviewer understand how you prioritize your work and make decisions. Use examples from previous experience to show that you can think critically, solve problems and communicate effectively with customers.

Example: “If there is a bug in the system that affects many customers, I first determine if it’s something we can fix immediately or if it will require more time to resolve. If it’s an urgent issue, I’ll contact my manager to see if they have any suggestions for resolving the problem quickly. Otherwise, I’ll start by researching similar issues to find out what caused them and whether there are any solutions available. Then, I’ll create a plan of action to resolve the issue as quickly as possible.”