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IT Support & Service Desk Interview

Desktop and L1 support engineers, L2 technical support and application support engineers, service-desk analysts and team leads working under ITIL. Open to any graduate or diploma holder with hardware, Windows, networking and customer-handling skills; CompTIA A+, ITIL Foundation or MCSA/MD-102 helps but is not mandatory.

Fresher to 6 years 5 rounds · ≈ 17 min 3 domains 2 languages 3-member panel or 1:1
3 AI interviewers · hand over between rounds

From our research

What this interview looks like

Indian employers hire for these roles through an HR screen, a hiring-manager round on your actual work, a technical round led by a lead or architect (often with a hands-on scenario such as an outage, an alert, a crash log or a ticket), a behavioural round and a final HR discussion, spread across several days and sometimes preceded by an online test or lab. Security roles often add a CISO or security-head conversation; support roles add a customer-handling or call simulation. ExamPilot compresses this into one 17-minute panel: HR screen, hiring manager, role or technical lead, STAR behavioural round and closing. You get a scored report on role knowledge, problem solving, communication and attitude, with specific feedback on each technical scenario and every behavioural answer.

How it is weighted

Pass/fail per round in real life, usually with a communication or voice-and-accent check and a live mock call or ticket; scored here against the corporate rubric.

Who this is for

Desktop and L1 support engineers, L2 technical support and application support engineers, service-desk analysts and team leads working under ITIL. Open to any graduate or diploma holder with hardware, Windows, networking and customer-handling skills; CompTIA A+, ITIL Foundation or MCSA/MD-102 helps but is not mandatory.

The panel focuses on

  • Structured troubleshooting of a user's issue, spoken aloud
  • Active Directory, Microsoft 365 and endpoint management basics
  • ITIL incident, problem, change and SLA vocabulary used correctly
  • Handling an angry or non-technical caller with empathy and control
  • Documenting tickets and escalating with the right information
  • Shift work, rotations and staying calm during a major incident

Step 1

Pick your domain

The expert on the panel probes these areas at the level of this role. Optional here; you can choose during setup.

Step 2

Choose how you want to be interviewed

What to expect

5 rounds · 17 minutes

A private-sector hiring loop compressed into one sitting, the way most Indian companies run it: HR screen → hiring-manager round on your actual work → role/technical round led by a lead → communication & behavioural (STAR) round → closing on expectations and your questions. Works for software, product, sales, finance, HR, support and campus hiring by swapping the role bank.

  1. Round 1

    HR screen

    · 3:00

    Understand background, motivation for this role and company, and basic logistics; check that the resume story holds together.

    Ms. Neha Kulkarni    2–3 questionsup to 1 follow-up each
  2. Round 2

    Hiring-manager round

    · 4:00

    Assess ownership, judgement and how the candidate actually works: what they shipped, closed or ran, their specific part, and how they would approach this job.

    Mr. Vikram Malhotra    2–3 questionsup to 2 follow-ups each
  3. Round 3

    Role / technical round

    · 5:00

    Test role knowledge and problem-solving in the chosen specialisation: fundamentals, one scenario to think through aloud, and trade-offs.

    Ms. Ananya Sen    3–4 questionsup to 2 follow-ups each
  4. Round 4

    Communication & behavioural round

    · 3:00

    Assess collaboration, conflict handling, resilience and clarity of expression through Situation–Task–Action–Result examples.

    Mr. Vikram Malhotra    2–2 questionsup to 1 follow-up each
  5. Round 5

    Expectations & closing

    · 2:00

    Cover practical expectations and let the candidate ask questions; close professionally.

    Ms. Neha Kulkarni    1–2 questions

Sample questions

Infra / Security / Mobile / IT IT support interview questions

Questions panels commonly ask in the Infra / Security / Mobile / IT IT support interview, with what a strong answer covers. Practise them aloud with the AI panel.

  1. Troubleshooting

    A user says their laptop cannot connect to the office Wi-Fi, but their phone can. Walk me through how you troubleshoot it.

    What a strong answer covers

    Work from simple to complex: Wi-Fi toggle and airplane mode, correct SSID and password, forget and rejoin, IP and DNS settings, driver updates, expired certificates or a missing Wi-Fi profile from Intune or group policy. Note each step in the ticket and escalate with evidence. Avoid reimaging the laptop first.

  2. Onboarding

    A new employee joins tomorrow. What do you set up in Active Directory and Microsoft 365 so they can work from day one?

    What a strong answer covers

    Create the user account, add to correct groups, assign licences, mailbox, Teams and OneDrive, set up MFA, device enrolment and access to shared drives and applications. Verify login. Avoid giving excessive permissions.

  3. ITIL

    Explain the difference between an incident, a problem and a change in ITIL with an example from a service desk.

    What a strong answer covers

    An incident is an unplanned interruption such as Outlook not opening; a problem is the root cause behind repeated incidents; a change is a planned modification such as a patch rollout. Avoid mixing these terms.

  4. Customer handling

    A senior manager calls angrily because his laptop crashed before an important presentation. How do you handle the call?

    What a strong answer covers

    Stay calm, acknowledge the urgency, ask when the presentation starts, and get him working first with a loaner laptop, a colleague's machine or the file from OneDrive, then fix the crash afterwards. Keep him updated in plain words. Avoid arguing, lecturing about saving files, or drowning him in jargon.

  5. Documentation

    What information should a good ticket contain before you escalate it to L2?

    What a strong answer covers

    User and asset details, a clear description, exact error messages and screenshots, when it started, steps already tried and their results, business impact and urgency, and who else is affected. An L2 engineer should not need to call the user again. Avoid escalating with a one-line note like Outlook not working.

  6. Application support

    For L2 application support: users report a business application is slow every day at ten in the morning. How do you investigate?

    What a strong answer covers

    Check server load, database performance, scheduled jobs, network traffic and logs around that time, coordinate with infra and DBAs, and propose a fix. Avoid restarting servers without understanding the cause.

  7. Major incident

    During a major incident, your manager asks for updates every ten minutes while you are trying to fix the issue. What do you do?

    What a strong answer covers

    Agree a fixed update rhythm, for example every twenty minutes, and ask whether someone else can act as the communicator so engineers can focus. Keep a running timeline and share short, factual updates on impact, actions and next update time. Avoid ignoring the manager or giving optimistic guesses as facts.

  8. SLA management

    Your service desk is breaching SLA on priority-two tickets. What would you look at as a team lead?

    What a strong answer covers

    Analyse breached tickets by category, time of day, assignment group and reassignments, check staffing against volume, look for repeat issues that need a problem record, and fix with routing rules, knowledge articles, training, automation or rota changes. Avoid simply telling the team to work faster.

  9. Shift work

    This role involves rotational shifts including nights. How have you managed shift work before?

    What a strong answer covers

    Be honest about your past shift experience, how you manage sleep, food and commute on nights, and whether your family is comfortable with it. Mention any genuine constraint now rather than after joining. Avoid saying any shift is fine without thought and then asking for permanent day shifts in the first month.

Reading is not rehearsing. Answer these out loud to an AI Infra / Security / Mobile / IT IT support panel that follows up like the real one.

Practise these questions

Meet the panel

Your AI interviewers

Distinct personas, voices and questioning styles, briefed on this role.

Ms. Neha Kulkarni

Chair

HR member

HR business partner, IT services

Friendly, efficient, detail-checking.

Female voice · 4 languages

Mr. Vikram Malhotra

Hiring manager

Engineering manager / Regional manager (hiring manager)

Direct, outcome-focused, fair but demanding.

Male voice · 2 languages

Ms. Ananya Sen

Technical lead

Staff engineer / technical lead

Curious, precise, collaborative.

Female voice · 3 languages

Languages

Answer in the language you think in

The panel asks in your chosen language. Switch mid-answer if you like.

  • English
  • Hinglish (Hindi + English)Hinglish

How scoring works

A report you can act on

  1. Every round is scored on the rubric

    Each interviewer scores only the criteria their round covers. Weights add up to your overall score out of 100.

  2. Only what you actually said counts

    Feedback quotes your own answers. Rounds you skip show as “Not assessed” rather than a zero.

  3. Communication is always measured

    Fluency, clarity, confidence and structure are tracked across the whole interview, in any language.

  4. Pass mark, then a plan

    You see the pass mark for this interview, your gaps, and the courses that close them fastest.

Scored on

  • Role knowledge30%

    Depth and accuracy of role/domain knowledge; understands the tools, concepts and trade-offs of the job; grounds claims in real work.

  • Problem solving & structure25%

    Breaks problems down, asks clarifying questions, reasons about trade-offs and edge cases, structures answers (context, action, result).

  • Communication25%

    Clear, concise, confident; listens and answers the question asked; adapts the explanation to the listener; professional register.

  • Culture & attitude20%

    Ownership, honesty about limits, coachability, collaboration, motivation for this role and realistic expectations.

Pass mark 65 / 100 · Corporate interview — HR, hiring manager & role round (panel)

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