Tech Mahindra Customers Service interview questions

What is a ticketing tool? How do you handle an IT support ticket? What steps do you take to troubleshoot a system issue? What is the difference between an incident and a service request? How would you prioritize multiple tickets? Can you explain the ITIL framework? How do you handle an irate customer? What are common networking issues and how do you resolve them? What is remote desktop support? Have you worked with any ticketing tools before?

talk about yourself for 2-3 minutes