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IT Helpdesk Interview Questions

Service level agreements define response times for resolving tickets. The ITIL framework provides best practices for IT service management. Common ticketing tools include CoDesk, Remedy, and Track It. Key responsibilities in the role include raising, monitoring, and reporting on tickets; maintaining asset records; escalating issues to appropriate teams; and coordinating with users and vendors to resolve IT problems. Minutes of meetings and change management ensure effective information technology operations.

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688 views

IT Helpdesk Interview Questions

Service level agreements define response times for resolving tickets. The ITIL framework provides best practices for IT service management. Common ticketing tools include CoDesk, Remedy, and Track It. Key responsibilities in the role include raising, monitoring, and reporting on tickets; maintaining asset records; escalating issues to appropriate teams; and coordinating with users and vendors to resolve IT problems. Minutes of meetings and change management ensure effective information technology operations.

Uploaded by

santu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as RTF, PDF, TXT or read online on Scribd
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1. WHAT IS SLA?

A. Service level agreement, if any tickets get brached is called SLA .


2. WHAT IS ITIL?

A. It stands for information technology in frastructure library.


3. WHICH ARE THE TICKETING TOOLS YOU KNOW?

A. - Co desk - Remedy - Track It - Refresher


4. WHAT ARE YOUR ROLES AND RESPONSIBILITIES?

A.- Raising and monitoring tickets.


- Preparing mom report.
- preparing daily, weekly and monthly report.
- Tracking ticketing reports.
- Maintain all It.
- Asset records.
- Escalation applications users to application team.
- Coordinate with users.
- coordinate with vendors.
- Resolving issues by taking remote.
5. WHAT IS MOM REPORT?

A. Minutes of meeting.
6. WHAT IS CM?

A. Change management.
7.WHAT IS TAP?

A. Technology privilege access.

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