ZONES is hiring Freshers candidates for SERVICE DESK L1 role. The details of the job, requirements and other information given below:
ZONES IS HIRING : SERVICE DESK L1
- Qualification :Bsc (IT, Computer) or B.Tech/ BE, BCA, M.Tech, MCA, Msc (Computer) candidates can apply.
- 2022, 2023, 2024 & 2025 passed out candidates can apply.
- 0- 0.6 months of experience in IT Support can apply.
- Strong customer service experience.
- Excellent communication skills is must.
- Good understanding of computer systems, mobile devices, and other tech products
- Location: Bangalore, India
Don’t miss out, CLICK HERE (to apply before the link expires)
Zones – L1 Service Desk Support: Interview Questions & Answers (Full Guide)
1. What is the role of a Service Desk (L1) engineer?
Answer:
An L1 Service Desk engineer is the first point of contact for customers or employees who are facing technical issues. They help users solve basic IT problems like password resets, internet issues, software installation, or system errors. Their job is to respond to users via phone, email, or chat and either solve the issue or pass it to a higher-level support team (L2/L3) if it is complex. The goal is to solve as many problems as possible during the first contact, ensuring customer satisfaction and minimal downtime.
2. What is the difference between L1, L2, and L3 support?
Answer:
L1 Support: Handles basic technical issues like login problems, software installations, printer issues, and password resets. It’s the first line of support.
L2 Support: Takes care of more advanced issues that L1 cannot solve. For example, network configuration, system errors, or deeper troubleshooting.
L3 Support: This is the highest level of support. These engineers handle complex system failures, software bugs, and work directly with developers or vendors to fix major issues.
3. What steps do you follow when a user reports an issue?
Answer:
When a user reports a problem, I follow these steps:
Listen carefully to the user’s issue and gather all relevant details.
Ask questions to better understand the problem (for example: “When did it start?”, “Is it happening only on one device?”)
Check the Knowledge Base (KB) or Standard Operating Procedures (SOPs) to find a known solution.
Try basic troubleshooting steps like restarting the system, reinstalling software, or checking connections.
If the problem is solved, I record the solution and close the ticket.
If not solved, I escalate the issue to L2 support with all the information collected.
I make sure to update the customer and provide status updates until the issue is resolved.
4. What is a ticketing system and why is it important?
Answer:
A ticketing system is a software tool used by service desks to log, track, and manage customer issues. Each issue reported is given a ticket number, which helps keep track of the problem and its solution. It ensures that no request is missed, helps teams manage workloads, and provides a record of what was done. It also helps measure performance by checking how fast issues are solved (SLA compliance).
Popular tools include ServiceNow, Jira, and Freshdesk.
5. How do you handle a customer who is angry or frustrated?
Answer:
When a customer is upset, the most important thing is to stay calm and polite. I:
Listen patiently and let them explain the problem.
Acknowledge their frustration by saying something like, “I understand how frustrating that must be.”
Reassure them that I will do my best to solve the issue quickly.
If I can’t solve it immediately, I keep them updated and escalate if needed.
After the issue is resolved, I ask if they are satisfied and thank them for their patience.
Good communication and empathy are key to turning a negative situation into a positive experience.
6. What are common problems handled by L1 support?
Answer:
Some of the common problems L1 engineers handle are:
Password reset or account lock issues.
Internet not working.
Printer not connecting.
Unable to log in to email or internal applications.
Slow system performance.
Installing or uninstalling basic software.
System not turning on.
Connecting to VPN (Virtual Private Network).
Email sending or receiving issues.
7. How do you perform remote troubleshooting?
Answer:
To perform remote troubleshooting:
I use remote access tools like AnyDesk, TeamViewer, or Remote Desktop to connect to the user’s computer.
I ask the user to show the problem on their screen or describe what happened.
I check system settings, network connections, installed software, or error messages.
I then perform the necessary steps to fix the issue, like restarting a service, reinstalling software, or changing settings.
Once the issue is solved, I confirm with the user and log the solution in the ticket.
8. What is SLA in a service desk?
Answer:
SLA stands for Service Level Agreement. It is an agreement between the support team and the customer that defines how quickly issues must be resolved. For example, a low-priority issue might have an SLA of 24 hours, while a high-priority issue like server down may have an SLA of 1 hour. Following SLAs is important to maintain trust and ensure good service delivery.
9. What operating systems are you familiar with?
Answer:
I am familiar with Windows operating systems, especially Windows 10 and 11, which are used in most companies. I can install software, configure settings, troubleshoot errors, and check for updates. I also have basic knowledge of Linux and MacOS, such as using terminal commands and performing file operations.
10. What is the importance of documentation in IT support?
Answer:
Documentation is very important in IT support because:
It helps track the history of an issue and the steps taken to fix it.
It provides a reference for other team members who may work on the same issue later.
It helps in creating knowledge base articles, so similar issues can be solved faster in the future.
It ensures transparency and accountability in the support process.
11. How do you prioritize multiple tickets at the same time?
Answer:
I first check the priority level of each ticket. For example:
High-priority: System not working, affecting many users – handle immediately.
Medium-priority: Application issue for one user – handle next.
Low-priority: General queries or minor issues – handle last.
I also look at SLA timelines and check if any issue is about to breach SLA. If needed, I inform the team lead and update users about expected wait times.
12. Why do you want to work in IT support at Zones?
Answer:
I want to work at Zones because it is a global IT solutions provider with a strong reputation and more than 35 years in the industry. I am excited about the chance to work in a company that values innovation, teamwork, and learning. I am confident that this role will help me improve my technical and communication skills, and I will get to work with professionals in a fast-paced environment. The fact that Zones works with top tech companies like Microsoft, Cisco, and Apple makes it even more attractive to me.
13. Do you have any experience with Microsoft Teams or Skype for Business?
Answer:
Yes, I have used Microsoft Teams and Skype for Business for communicating with team members, attending meetings, and providing support through chat. These tools are very helpful for fast communication, sharing screens, and staying connected with the team, especially in remote work environments.
14. How do you stay calm under pressure or during peak hours?
Answer:
I stay calm by staying organized and focused. I make a list of tasks, handle urgent issues first, and avoid multitasking too much. I take deep breaths, keep my tone friendly when speaking to users, and ask for help from team members or seniors when needed. I also take short breaks to refresh and come back with a clear mind.
15. What are your strengths that will help you in this job?
Answer:
Some of my key strengths are:
Good communication skills – I can explain technical things in simple language.
Problem-solving attitude – I enjoy fixing issues and helping others.
Team player – I work well with others and ask for help when needed.
Quick learner – I can adapt to new tools and technologies fast.
Customer-focused – I always make sure the user is satisfied before closing a ticket.
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