How to answer: Helping customers resolve technical issues is a key duty of a service desk analyst. Your customer service, communication and problem-solving skills are being tested with this question. Prove these competencies by developing a process that can resolve the issue. Steps can include empathising with the customer, matching their energy positively and identifying the equipment issue. You can talk about fixing the issue yourself or managing another resource, such as an IT department specialist, to do so. Maintaining your relationship with the customer is another key step.