Service Desk Team Lead Interview Questions

  1. What were the performance metrics in the process you were working for?
  2. What do you understand by “Service Level” ?
  3. What are the leave targets? What was the maximum permissible – in terms of percentages?
  4. A girl who is a member of your team comes to you and complains that a boy, also a member of your team, has told her that he likes her and she did not like it. How would you deal with this situation?
  5. A girl who is a member of your team, is very upset and distraught because a male colleague who is also a member of your team has misbehaved with her. She is so upset that she wants to resign and go home right away. How would you deal with this situation?
  6. You have 06 people in your team. One day, 04 of them call you and ask yo for leave on the same day. How would you deal with this?
  7. What are the components of Average Handling Time? (AHT=Average Talk Time+Hold Time+ACW Time)
  8. How would you handle breaks in your team?
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