Servic desk analyst 2nd interview

Ben1373

Hi, I have recently applied for a service desk analyst position through a recruitment agency. Well I got called in for the first interview which went well, it was with the IT director for the branch and the infrastructure manager. I recently have been asked to come back in for a 2nd interview. This will be a technical and general question round? I'm assuming the technical questions will be troubleshooting scenarios? What am I to expect?

thx

NetworkNewb

Could be a technical interview, who knows. If I had to guess in the second interview you would meet other people on the team who would then ask you questions they may have. Could be technical questions, could be about your background, could be what you like to do for fun...

kurosaki00

Probably stuff like this:
"Unscramble this word AEIRSP and select which category it falls under: Fruit, Vegetable, Machinery"

UncleB

Ben1373 wrote: »

This will be a technical and general question round?

Are you asking if this is what it will be or telling us? The question make at the end implies a questions while the words make a statement so I'm a bit confused.

If it is a statement then you can expect to be given some scenarios (eg user is unable to print, talk me through your troubleshooting approach) where you need to tell them how you approach the issue, what info you gather and should they do it as an interactive role play, they will get you to tell them what you do and they give the result, seeing of you can trace it back to the root cause.

Other scenarios I have either used or experienced are:
- a user can't connect to wifi
- a user can't connect to a website
- a PC won't power on
- cannot open a file
- a user cannot print

and so on - bread and butter stuff for 2nd line support and the questions are all about seeing how your mind approached a problem rather than seeing if you know the maximum supported disk size for an NTFS formatted disk with 8Kb block size on server 2003 R2.

If you don't know, say so. Say you would have to ask a colleague or Google the error or fault. Don't talk bull as it will inevitably work against you.

If the company throw random technical questions at you then they are probably not worth working for - facts are easily researched but technique and approach are golden.

Just try to relax and be yourself -that is how you can come across at your best. Good luck.

xxxkaliboyxxx

For a service desk, shouldn't be to difficult. Can you multitask, are you flexible, how do you deal with angry customer, what technologies have you work with?

Souce: Service Desk

NetworkingStudent

Look at the requirements for the jobs, and try to learn as much as you can about the technologies they support.

Be ready for anything.

If you can try to learn aobut ITIL. Alot of companies are using ITIL.

https://en.wikipedia.org/wiki/ITIL

TIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

Here's a link that might help:
I.T. Job Interview Tips and Help
https://www.youtube.com/playlist?list=PLNftqnrunKiHdPtq7KHCL5hVHKSp81X19

Good Luck!

let us know how you do

ande0255

I have never found IT question crams for interviews ever to do me any favors in the interview room, because once you answer to the length of what you read on the internet and they ask you to expand on your answer, you are toast.

I've done this before, and when the tech caught wind I didn't really understand what I was reciting, he shredded me on the topic to the point I might as well have ended the interview after that single tech question.

Just go in with an honest personality and honest experience to answer questions, and the most important thing is to be personable (someone they want to work with or mentor), and follow up with a physical thank you for your time today / please let me know if you have any follow up questions.

So be sure to ask for a business card from whom you gather to be the decision maker, and send them a physical thank you card (not an email) as I have heard multiple stories of when candidates are close the one considerate enough to drop a physical thank you letter in the post got the job.

Cert Poor

kurosaki00 wrote: »

Probably stuff like this:
"Unscramble this word AEIRSP and select which category it falls under: Fruit, Vegetable, Machinery"

Proper Answer: "Well, if that were the actual problem to solve on the Service Desk, I'd do a quick web search and find the answer in a few seconds. Not everything needs to be memorized, especially in a Service Desk position. I'll spend a short time looking up the answer from various resources, and if I can't find the solution on the spot, I'll escalate to the proper team and document everything in our Service Management tool."

Collective: "Hired!"

Cert Poor

@Ben1373

Without any more info from you, the 2nd interview could be anything, but others have already chimed in. It's a good sign they're asking you to come back, obviously. You're a hair away from being hired, as long as you don't say anything horribly offensive or selfish.

Since it's a "Service Desk" position and not "Help Desk," they could be an ITIL shop (or at least a shop that tries to be ITIL oriented.) I wouldn't really stress too much on the boring nitty gritty of ITIL necessarily.

Assuming your first interview was with the service desk hiring manager / lead, this next one could be with the leads or actual Service Desk team. And they can all go around randomly asking you questions, both to find out how personable you are to work with and if you're a good fit, and how easy it would be to train you and get you up to speed. Be prepared for all sorts of general and technical questions, but above all, don't worry or stress too much.

Just to pull random questions out of a hat:

• Are you familiar with Remote Assistance/Remote Desktop?
• What Service Management [e.g. ticketing] tools are you familiar with?
• Can you give us an example of ______ [difficult problem you had to solve/difficult co-worker]
• What resources do you like to use to get help? [Search engine, Technet, Stack Overflow, company knowledge base]
• Do you have any questions for us? [Be prepared with questions, and feel free to ask questions that come up during the interview. This shows initiative, shows that you came prepared, shows that you care about the job, etc.]
• Maybe generic questions on Windows, Active Directory, Office, printing, mainframe (if they have one). Probably AD Users and Computers and basic password resets/unlocks and user management.
• Depending on what industry the company is in, they may talk about specific business tools they use.
• What do you like to do for fun? What do you do in your free time?
• What was the last book you read for fun? (Ugh....)

Above all, be enthusiastic, positive, and show that you are great to work with and a team player. Show that you are always learning and can hit the ground running. Be able to briefly talk about any past jobs you've had on your resume and what you've done at those jobs and tie in how that could help you with the Service Desk job.

Don't stress too much. You got this.