Customer Service & Communication

1. Tell me about a time you handled a difficult customer.

Situation: A user called in, extremely frustrated that their VPN was not working,
preventing them from accessing critical company applications remotely.
Task: My job was to diagnose and fix the issue while ensuring the user remained
calm.
Action: I actively listened, reassured them I would resolve it, and checked VPN
settings remotely. I identified that their network had DNS conflicts. I guided them
through resetting their connection and manually configuring DNS.
Result: The issue was resolved within 15 minutes, and the user later emailed
positive feedback to my manager.
2. Describe a time when you had to explain a technical issue to a non-
technical person.
Situation: A finance manager had trouble opening encrypted email attachments
in Outlook.
Task: I needed to explain the issue in simple terms and guide them through the
solution.
Action: Instead of using technical jargon, I explained that "the security feature
ensures only authorized users can view sensitive emails." I provided a step-by-
step guide on how to access and decrypt emails.
Result: The user understood and was able to access their emails independently
in the future.
3. Can you share an experience where you had to deal with an irate
user?
Situation: A senior executive's laptop crashed just before an important virtual
meeting.
Task: My goal was to calm them down and provide a quick solution.
Action: I acknowledged their frustration and immediately initiated a remote
troubleshooting session. Since a reboot was taking too long, I set up a temporary
backup laptop while resolving the main issue.
Result: The executive was able to join the meeting on time, and I later fixed
their primary laptop by updating firmware and clearing system logs.
4. How do you handle a situation where a user keeps reporting the
same issue repeatedly?
Situation: A user kept reporting printer disconnection issues every few days.
Task: Instead of just fixing it each time, I needed to find a permanent solution.
Action: I investigated logs and found the printer was frequently losing its static
IP. I reconfigured the settings, ensuring the printer used a reserved DHCP lease.
Result: The issue never reoccurred, and I documented the fix in our knowledge
base.
5. Have you ever had to communicate bad news to a user (e.g., system
downtime, data loss)?
Situation: A critical server had to be shut down for urgent maintenance, causing
downtime.
Task: I had to inform impacted users while minimizing frustration.
Action: I sent proactive emails explaining the issue, expected downtime, and
workarounds. I also stayed available for questions.
Result: Users appreciated the transparency, and complaints were minimal.

Problem-Solving & Troubleshooting

6. Describe a time when you solved a technical problem under pressure.
Situation: The company VPN went down during peak hours.
Task: I needed to restore connectivity ASAP.
Action: I diagnosed the issue and found that the firewall was blocking VPN traffic
due to a recent rule update. I temporarily adjusted the rules and worked with the
network team for a permanent fix.
Result: VPN access was restored in under 30 minutes.
7. Have you ever had to troubleshoot a problem with very little
information?
Situation: A user reported "Outlook is broken" without further details.
Task: I had to identify the exact issue.
Action: I asked targeted questions and found Outlook was stuck in offline mode.
A quick profile reset resolved the issue.
Result: The user was back online in 5 minutes.
8. Tell me about a time when you had to think outside the box to fix an
IT issue.
Situation: A remote user couldn’t log into their corporate laptop.
Task: They needed urgent access, but we couldn’t physically reset their
password.
Action: I guided them to boot into Safe Mode with Networking and reset the
local admin password, allowing them to log in and sync credentials.
Result: They were able to access their work without needing a laptop
replacement.
9. Can you describe a time when you had to escalate an issue?
Situation: A user’s laptop kept crashing after multiple reinstalls.
Task: I needed to determine whether it was a software or hardware issue.
Action: After checking event logs, I suspected a motherboard issue. I escalated
to the hardware vendor for a replacement.
Result: The user received a new laptop, preventing further disruptions.
10. Give an example of a situation where you had to prioritize multiple
technical issues.
Situation: I received three high-priority tickets at once:
 A senior manager’s email wasn’t working
 The printer in HR was down
 A user was locked out of their system
Action: I prioritized based on urgency:
1. Fixed the manager’s email (business-critical)
2. Helped the locked-out user remotely
3. Scheduled a printer fix for later
Result: All issues were resolved efficiently.

Teamwork & Collaboration

11. Tell me about a time when you had to collaborate with other IT
teams to solve a problem.
Situation: A server went down due to unexpected storage failures.
Action: I worked with the storage and networking teams to identify the root
cause and restore access.
Result: The issue was fixed in an hour with minimal downtime.
12. Have you ever had a disagreement with a colleague on how to
handle a technical issue?
Situation: A teammate wanted to reinstall Windows for every slow laptop.
Action: I suggested optimizing startup apps instead.
Result: We adopted a troubleshooting-first approach, reducing unnecessary
reinstalls.
13. Describe a time you helped a teammate troubleshoot an issue they
were struggling with.
Situation: A junior colleague struggled with an AD user permission issue.
Action: I guided them through using PowerShell to quickly modify group
memberships.
Result: They learned a new skill, improving team efficiency.

14. How do you ensure smooth coordination when working with

external vendors (e.g., ISP, hardware providers)?
🔹 Can you share an example of when you had to liaise with an external
support team?
Ensuring Smooth Coordination:
 Clear Communication: I provide detailed information, including error
logs and troubleshooting steps taken.
 Ticketing & Escalation: I log vendor-related issues in our ticketing
system (ServiceNow) and escalate as needed.
 Regular Follow-Ups: I maintain follow-ups to ensure timely resolution.
 Documentation: I keep records of vendor interactions for future
reference.
Example:
Situation: Our office experienced a sudden internet outage that disrupted
remote work and VoIP calls.
Task: I had to quickly coordinate with the ISP support team to restore
services.
Action:
 Checked internal network first (firewall logs, router status) to rule out
internal issues.
 Escalated to ISP with detailed logs and timestamps of downtime.
 Followed up every 30 minutes for status updates.
 Meanwhile, I provided alternative solutions (mobile hotspots for critical
users).
Result:
The issue was resolved within two hours, minimizing business impact. Keeping
detailed logs helped the ISP identify the root cause (fiber cut) and improve
their response time in future cases.

15. What steps do you take to document and share solutions with your
team?
🔹 Why is knowledge sharing important in IT support?
Steps for Documentation & Knowledge Sharing:
1. Create Knowledge Base Articles (KBAs): I document troubleshooting
steps, root causes, and solutions for recurring issues.
2. Update Ticketing System Notes: I add detailed resolution steps in
ServiceNow for tracking.
3. Team Meetings & Internal Chat: I share quick fixes in team meetings
or via Slack/Teams channels.
4. Screen Recording & Guides: For complex issues, I create short video
tutorials or step-by-step guides.
Example:
Situation: Many users reported issues with VPN disconnection during remote
work.
Task: Instead of handling repetitive tickets, I decided to document a self-help
guide.
Action:
 Created a step-by-step troubleshooting guide with screenshots.
 Shared it on the company’s internal portal and sent an email to
employees.
  Conducted a short training session for IT support staff.
Result:
The number of VPN-related tickets reduced by 40%, saving time for both users
and the IT team. Knowledge sharing improved efficiency and allowed
quicker resolution of issues.

Adaptability & Learning

16. Tell me about a time when you had to learn a new technology
quickly.
Situation: The company transitioned to Microsoft Intune for device
management.
Action: I took online training and experimented in a test environment.
Result: I became the go-to expert in my team for Intune-related queries.
18. Describe a time when you had to switch between different tasks or
priorities quickly.
Situation: During an outage, I had to balance troubleshooting, updating users,
and logging tickets.
Action: I divided tasks efficiently using a checklist approach.
Result: The outage was resolved without any missed steps.

19. How do you handle a situation where a company implements a

major IT change (e.g., system upgrade, new security policies)?
🔹 Can you give an example of how you helped users adapt?
Situation:
At Genpact, the company implemented Multi-Factor Authentication (MFA)
across all systems as a security enhancement. Many users struggled with setting
it up and logging in.
Task:
I had to ensure a smooth transition by assisting users with setup and
troubleshooting login issues while minimizing business disruption.
Action:
 I created a step-by-step guide with screenshots and FAQs.
 Conducted short virtual training sessions to help users understand the
new process.
 Set up a dedicated support channel for urgent MFA issues.
 For VIP users and executives, I provided one-on-one assistance via
remote support.
Result:
The transition was completed smoothly with minimal downtime, and users
became more confident in using MFA. The IT team also received fewer support
tickets over time due to better awareness and documentation.

20. How do you stay updated with the latest IT trends and
technologies?
🔹 What resources do you use for learning?
I stay updated through a combination of online courses, forums, and hands-
on practice:
 Microsoft Learn, LinkedIn Learning, Udemy – For structured courses
on IT support, cloud computing, and security.
 YouTube Channels (NetworkChuck, Eli The Computer Guy) – For
practical troubleshooting tips.
 Reddit (r/sysadmin, r/ITSupport), Spiceworks, and Tech Blogs – To
stay updated with industry trends.
 Vendor Certifications (Microsoft, Cisco, ITIL) – I regularly review
study materials and take certification exams to enhance my knowledge.
Example:
When Windows 11 was released, I completed a Microsoft Learn course to
understand new features and troubleshooting methods. This helped me
proactively support users during the upgrade.

21. Tell me about a time when you had multiple critical support
requests at the same time.
🔹 How did you prioritize them?
Situation:
During a peak business hour at Genpact, I received three urgent tickets
simultaneously:
1. A VIP user couldn't log into their O365 email.
2. A network printer was down, affecting multiple users.
3. A team couldn't connect to the VPN, disrupting remote work.
Task:
I needed to prioritize efficiently without delaying critical operations.
Action:
 First, I resolved the VIP user’s email issue as it had the highest priority.
 Then, I guided the VPN users through a quick workaround while
troubleshooting the root cause.
  Finally, I addressed the printer issue, as users could temporarily switch
to another printer.
Result:
All three issues were resolved within an hour. My ability to prioritize based on
impact and urgency ensured minimal business disruption.

22. Have you ever had to work under extreme time pressure to resolve
a critical IT issue?
🔹 What steps did you take to stay focused and efficient?
Situation:
One day, during a client presentation, the conference room’s network
suddenly went down, cutting off access to a live demo.
Task:
I had to restore connectivity immediately to avoid disrupting the meeting.
Action:
 I stayed calm and quickly checked the switch and access point in the
room.
 Found that the issue was with the network switch port.
 Reconfigured the switch via CLI, enabling the port within 5 minutes.
 As a backup, I also set up a hotspot for emergency connectivity.
Result:
The demo continued without further interruptions, and I received
appreciation for quick problem-solving under pressure.

23. How do you handle back-to-back service desk calls or tickets

without getting overwhelmed?
🔹 What strategies do you use to manage workload stress?
 Prioritization: I categorize tickets by severity and impact to focus on
critical issues first.
 Knowledge Base: I use pre-documented solutions for repetitive issues to
save time.
 Time Management: I use short breaks between calls to stay refreshed
and avoid burnout.
 Communication: If overloaded, I escalate complex cases or collaborate
with teammates.
Example:
During a high-ticket volume day, I used canned responses for common
password reset requests, which helped me resolve more tickets in less time
while focusing on complex issues.
24. Can you share an example of how you prevented an IT issue from
escalating into a bigger problem?
🔹 What proactive steps did you take?
Situation:
Users reported slow system performance in a particular department.
Task:
I had to identify and fix the root cause before it led to major downtime.
Action:
 I analyzed logs and system resource usage and found that an
antivirus update was consuming high CPU.
 I disabled the update temporarily and notified the IT security team.
 Suggested scheduling future updates during off-peak hours to avoid
business disruption.
Result:
By acting early, I prevented system crashes and ensured smooth
operations without user complaints.

25. How do you handle working in a 24x7 shift system, including night
shifts?
🔹 What do you do to stay productive and maintain work-life balance?
 Maintaining a healthy routine – I adjust my sleep cycle before night
shifts to stay alert.
 Taking strategic breaks – Short walks and hydration help maintain
focus.
 Using automation and monitoring tools – To reduce manual effort and
quickly detect issues.
 Work-life balance – I schedule personal time on off days to avoid
burnout.
Example:
During a night shift outage, I used automated scripts to check server health
instead of manually running diagnostics, saving time and effort.

ITIL, Documentation & Process Improvement

26. Have you ever identified a recurring issue and implemented a long-
term fix?
Situation: Users frequently locked their accounts due to incorrect credentials.
Action: I proposed enabling self-service password reset in Office 365.
Result: Password-related tickets reduced by 40%.
27. Describe a time when you had to follow strict ITIL processes.
Situation: A critical incident required ITIL-defined escalation steps.
Action: I followed the incident management workflow, ensuring proper
communication and documentation.
Result: The resolution met compliance standards.

28. Have you ever suggested a process improvement in IT support?

🔹 What was the issue, and how did your improvement help?
Situation:
At Genpact, we frequently received tickets for account lockouts and password
reset requests, which accounted for a significant portion of IT support cases.
This was causing unnecessary delays and increasing workload for the IT team.
Task:
I needed to find a way to reduce these repetitive tickets and improve response
time.
Action:
 I suggested implementing a Self-Service Password Reset (SSPR)
feature through Microsoft Azure AD.
 I created a step-by-step guide and conducted short training sessions for
employees on how to unlock their accounts without contacting IT.
 Additionally, I worked with the IT team to set up automatic alerts that
notified users before their passwords expired.
Result:
This improvement reduced password-related tickets by 40%, allowing the IT
support team to focus on more critical issues. The management appreciated this
proactive approach, and it was later implemented across multiple departments.

29. Tell me about a time when proper documentation helped resolve an

issue quickly.
🔹 Why is documentation important in IT support?
Situation:
A remote user reported that they couldn't connect to the corporate VPN while
traveling, but the issue wasn't immediately clear.
Task:
I had to quickly resolve the issue and ensure other users wouldn’t face the same
problem in the future.
Action:
  I checked previous tickets and found that a similar issue had been
documented by another technician.
 The notes mentioned a workaround where manually updating the VPN
configuration and DNS settings resolved the issue.
 I followed the documented steps and successfully restored the user’s
connection within 10 minutes.
 After resolving the issue, I updated the internal Knowledge Base with
clearer instructions and screenshots for future reference.
Result:
Because of proper documentation, I was able to resolve the issue faster
without unnecessary troubleshooting. This saved valuable time for both IT and
the user, highlighting why documentation is critical in IT support for efficiency
and knowledge sharing.

30. Have you ever worked with ServiceNow or another ticketing

system?
Yes, I have extensive experience with ServiceNow and other ticketing
systems.
At Genpact, I used ServiceNow for:
 Logging and tracking IT incidents to ensure timely resolution.
 Categorizing and prioritizing tickets based on urgency and impact.
 Escalating complex issues to Level 2/3 teams when necessary.
 Generating reports on ticket trends to identify recurring issues.
 Documenting solutions in the Knowledge Base for future reference.
Example Scenario:
A recurring issue was reported where users were unable to access shared drives
after a Windows update.
 I checked previous tickets in ServiceNow and noticed a pattern in similar
cases.
 Based on ticket history, I found that re-mapping the drive and
updating Group Policy (gpupdate /force) fixed the issue.
 I resolved the ticket quickly and documented the solution to help other
technicians.
Result:
ServiceNow helped streamline issue resolution, track performance, and improve
efficiency in IT support.
Work Ethic & Professionalism
31. Tell me about a time when you made a mistake at work.
Situation: I mistakenly deactivated a user’s account instead of resetting their
password.
Action: I admitted my mistake, quickly reactivated it, and improved my
verification process.
Result: No major impact, and I learned to double-check requests.

32. Have you ever dealt with a security breach or data loss situation?
🔹 What actions did you take?
Situation:
At Genpact, we detected unusual login attempts on a user’s account from
multiple geographical locations, indicating a potential security breach.
Task:
I had to quickly investigate, secure the account, and prevent further
unauthorized access.
Action:
 I immediately disabled the compromised account in Active Directory and
reset the password.
 I checked login logs in Microsoft Azure AD and found the access was
coming from an unknown IP.
 I escalated the incident to the Security Operations Center (SOC) and
provided them with the logs.
 I informed the user and educated them on phishing and password security
best practices.
 Finally, I worked with the security team to enable Multi-Factor
Authentication (MFA) for additional protection.
Result:
The user’s account was secured without data loss, and we proactively prevented
potential future breaches by enforcing stricter access controls.

33. Describe a time when you had to work independently with minimal
supervision.
🔹 How do you stay proactive and self-motivated?
Situation:
During an overnight shift, I was the only IT support staff available, and a critical
service outage affected multiple users in different time zones.
Task:
I had to troubleshoot and restore the services without waiting for senior
guidance.
Action:
 I systematically analyzed logs and identified that the issue was due to an
expired SSL certificate on the VPN server.
 I generated a temporary self-signed certificate to restore partial
functionality and notified the network team to issue a proper certificate.
 Meanwhile, I updated affected users via email alerts and the ticketing
system (ServiceNow).
 I documented the entire issue, troubleshooting steps, and the temporary
fix for future reference.
Result:
I successfully mitigated the issue before the morning shift, minimizing downtime
and ensuring smooth business operations. My ability to handle this
independently was later appreciated by my manager.

34. Can you give an example of how you handled a situation where a
manager disagreed with your approach?
🔹 How did you handle feedback professionally?
Situation:
My manager suggested reinstalling Windows on a user’s slow laptop, but I
believed a performance optimization approach would be a better solution.
Task:
Instead of arguing, I needed to present my viewpoint logically and professionally.
Action:
 I explained that a full reinstall would take 3–4 hours, while optimizing
startup programs, clearing unnecessary files, and updating drivers could
be done in 30 minutes.
 I performed a quick benchmark comparison and showed that the system’s
performance improved significantly without a reinstallation.
 However, I also kept the reinstallation option as a backup plan in case
the issue reoccurred.
Result:
My manager appreciated my proactive approach, and we adopted
optimization-first troubleshooting as a best practice, saving time for both IT
and users.

35. How do you maintain confidentiality when handling sensitive IT

issues?
🔹 Why is IT security crucial in your role?
Situation:
While working on a VIP executive’s laptop, I had access to sensitive financial
reports and emails.
Task:
It was my responsibility to ensure that none of this confidential data was
exposed or mishandled.
Action:
 I followed least privilege access principles, ensuring I only accessed
what was necessary to troubleshoot.
 I avoided copying or transferring any sensitive files.
 I ensured that all logs and browser history were cleared after the
session.
 I never discussed or shared sensitive user data, even within the IT
team.
Result:
By following strict data confidentiality policies, I maintained trust and
compliance with company security standards. My adherence to security best
practices was later acknowledged during an internal audit.