Introduction

A dedicated and proactive Service Desk Management Analyst with 2 years of experience in
streamlining IT support operations, managing ticketing workflows, and ensuring seamless
service delivery. Proficient in leveraging data-driven insights to improve team performance and
customer satisfaction while aligning IT service desk functions with business objectives. Skilled
in ticketing systems, stakeholder communication, with a passion for continuous improvement
and operational excellence.

Roles and Responsibilities

As a Service Desk Management Analyst, key responsibilities include:

1. Operational Oversight in which I

◦ Monitor and manage daily service desk operations to ensure incidents and
requests are addressed promptly.

2. Performance Analysis
 ◦ Analyze ticketing data to identify trends, bottlenecks, and areas for
improvement.
◦ Prepare regular reports on service desk metrics, such as ticket resolution times,
first-call resolution rates, and customer satisfaction scores.

2. Process Optimisation

◦ Develop and implement improvements to service desk workflows and processes.

◦ Ensure incident management and problem management practices follow
guidelines.

4. Team Collaboration

◦ Collaborate with Tier 2/3 teams for escalated issues and ensure proper
documentation and resolution.

5. Customer Interaction
 ◦ Act as the point of contact for escalated customer concerns and ensure
resolution to their satisfaction.
◦ Communicate effectively with stakeholders regarding incident statuses and
planned service improvements.

6. System Administration

◦ Maintain and configure the service desk ticketing system to ensure efficient
categorisation and prioritisation of tickets.

◦ Manage Active Directory tasks, including account setup, password resets, and
role-based access control.

Daily Tasks

My typical day as a Service Desk Management Analyst include:

 • Reviewing and assigning tickets in the ticketing system to ensure proper prioritisation.
• Monitoring SLA compliance and addressing any breaches proactively.
• Analysing daily performance metrics and generating reports for leadership.
• Conducting root cause analysis for recurring issues and proposing solutions.
• Coordinating with technical teams for escalated incidents or planned updates.
• Updating the knowledge base with new resolutions and troubleshooting steps.
• Handling customer escalations with professionalism and providing status updates.

Applications and Tools Used

Common tools and applications used in this role include:

1. Ticketing Systems

◦ ServiceNow
◦ Jira Service Management
◦ Zen desk
2. Monitoring and Reporting

◦ Power BI
◦ Tableau
◦ Excel (Advanced features for pivot tables, data visualisation)

3. IT Infrastructure Tools

◦ Active Directory (account and role management)

◦ SCCM (System Center Configuration Manager)
◦ Microsoft 365 Admin Center

2. Communication Tools
 ◦ Microsoft Teams
◦ Slack
◦ Email clients like Outlook

5. Other Tools

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

1. What do you do if a customer is not satisfied with your service? Continue with the same customer
or move on to the next one?

It is my responsibility to make sure the person seeking assistance is satisfied with the service provided.

2. What would you do if the customer does not understand what you are trying to explain?

The best thing here to do is to repeat the question and see if the person understands you. If they don’t
understand, I will transfer my call to another assistant who can help them with their issue.

3. If a user is complaining that their PC has frequent lockups and reboots, what do you think could
be the possible reason behind this problem?
There could be a problem with their hard drive. Probably, the CPU might be overheating, there could be a
problem with memory, or the power supply must be failing. In a few cases, there can be an issue with their
motherboard. However, that's a rare occurrence.

4. What are your views and suggestions on a shared workspace?6s

A shared workspace is fine as long as we maintain the dignity of the space. It is advisable to not consume
foods with a strong smell, to avoid making any disturbing noises, and to be supportive of each other when
working in a shared workspace.

5. What is DHCP?

DHCP means a network server that provides and assigns IP addresses on its own and does the same with
default gateways, and other network parameters to concerned devices. It depends on the standard protocol,
known as Dynamic Host Configuration Protocol or DHCP, to respond to broadcast queries by clients.

6. What according to you are the minimum and most basic configurations needed to run a desktop?

We will need a CPU, an operating system, minimum memory storage, a display/monitor to work on, and a
network adaptor to configure a basic desktop.

7. How familiar are you with the Windows OS? How long have you worked with Windows?

Yes, I am familiar with the Windows operating system and I have been learning and using the Windows OS
since high school.

8. Can you list some types of OS?

Yes, they are:

• Windows
• Linux and
• Mac, etc.
9. What according to you, is the major difference between Windows 7 and Windows 10?

Windows 7 is no longer provided with frequent updates, whereas Windows 10 receives two major updates a
year

10. Are you aware of our services/products?

This question is meant to analyze how much research you have done about the company you are applying
to. You need to study their services and products to prove that you have done your homework. This will also
give you an upper hand as compared to candidates who have missed out on that part.

11. Explain the importance of IT skills if you were to work as a Service Desk Analyst and also explain
how you plan to stay updated with the latest IT skills?

IT skills are most important when working as a Service Desk Analyst. In order to stay updated with the latest
trends and new IT skills, I use the internet, online resources to learn new skills, and I also believe in learning
from my peers.

12. What do you do if your PC doesn’t turn on in one go?

I will check the cables and electricity supply first, and if there is no problem with that, I will report the problem
to the IT department of the company.

13. How would you rate your communication skills?

Be realistic and humble in this answer. Do not sound way too overconfident but also refrain from
underestimating yourself.

14. What does your troubleshooting process look like?

First of all, I gather information from the customer. Next, I identify the issue and verify it as well. After that, I
try quick common fixes for the given condition. If that does not give a successful result, I go for the additional
resources to further research the issue.

Once a solution is found, I perform appropriate repairs or replacements if necessary. After the solution is
implemented, I test thoroughly to ensure everything is OK.

15. Describe a time when you went above and beyond to help a customer.

At my previous company, I remember one customer had an issue that kept happening. The common fixes
we were using were only temporarily solving the problem.
After doing a bit of research, I was able to design and develop a new solution. I called the customer
personally and implemented the repair.

16. What was the worst part of your previous job?

Look at the job description. Do not list out anything that is a responsibility you have to handle here. That will
create a bad impression on the interviewer and you will come off as ignorant.

17. What makes you the perfect fit for our company?

You may list out your skills and correlate them to your role at this company. Justify why your skillset is the
perfect match for the company. You can also state how your experience will be of great use to the company.

18. What do you know about Microsoft office 365?

Microsoft Office 365 is a subscription-based service and can be accessed through the Internet. It does not
use the space on your computer as it is not stored there. It is possible to run SaaS applications in the Cloud,
however, this doesn't make them a Cloud.

19. How would you proceed to explain DNS to someone with no technical background?

DNS can be explained as a protocol responsible for providing the framework for web browsing. Simply put,
DNS is a network of computers that supports the infrastructure necessary to browse the Internet.

20. Will you be good at teamwork?

Know that teamwork is an essential part of any corporate job and you will not get through the interview if you
show even a slight dislike towards working cooperatively in a team.