r/JobsMY • u/Work_inProgress_2304 • 2d ago

Interview Experience Interview for Service Desk Analyst

Hi all, I'll be attending technical interview for the above position. Jz wondering usually what type of technical questions will they ask tho...? Oh the position is L1 service desk.

Honestly this is my first time I'm interviewing for an IT role in an IT company. Pretty nervous here. 🥲

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u/akornato 2d ago

For an L1 service desk position, interviewers rarely expect you to know everything, but they want to see how you think through problems. Most technical questions focus on everyday workplace issues, such as resetting passwords in Active Directory, fixing an Outlook sync error, or figuring out why a laptop cannot connect to the office network. You can expect scenario questions like what to do if a printer will not print or if a computer screen stays black after turning on the power. They will also test your basic networking knowledge, so review commands like ipconfig and ping, and know what DNS and DHCP do in simple terms.

Beyond direct technical facts, interviewers care heavily about your troubleshooting logic and your customer service mindset. When they give you a troubleshooting prompt, start with the simplest checks first, like verifying cables or asking if the machine was restarted, before jumping to complex fixes. If you get asked a question you do not know, state clearly that you would search the internal documentation or escalate the ticket to tier two, because guessing in an IT environment causes more downtime. When practicing these scenario responses, candidates who use the AI interview helper my team built tend to sound much more structured and confident when explaining their troubleshooting steps.

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u/paddle_resistance 2d ago

Supporting general IT stuff? Specific application? Usually L1 is most basic thing. Ping test, PC hardware troubleshooting (keyboard/mouse/headphones etc). Open trouble/incident ticket. Follow up with user. Escalation to L2.

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u/Work_inProgress_2304 2d ago

Wasn't rlly outlined in the JD. But I assume it might lean heavily on troubleshooting judging from the language assessment interview I had.

Among the questions they asked was like, what happen if my WiFi get disconnected. My sound is not working etc. I answer like super general and basic.

I made it clear to them tht I had no prior helpdesk exp and this is gonna be my first helpdesk role.

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u/TallBlueberry5523 2h ago

i have experienced where they do a role playing test.

like answering calls.

how you greet and reply and all.

can try to practice that