The role of an IT Support Technician at Serco Group is a vital position within one of the UK’s leading public services and outsourcing companies. This job involves diagnosing, troubleshooting, and resolving IT issues for end-users, maintaining hardware and software systems, and ensuring smooth operation of IT infrastructure. With a competitive salary typically ranging from £22,000 to £28,000 per annum depending on experience and location, it offers a stable career path with opportunities for growth in a dynamic environment.
To secure this role, candidates need not only strong technical skills but also excellent communication, problem-solving abilities, and customer service orientation. Preparing well for the interview is essential, and this guide outlines 25 common Serco Group IT Support Technician interview questions and answers, covering everything from simple opening questions to competency-based queries. We also cover the STAR model for structuring your answers, common do’s and don’ts, and final questions to ask the interviewer.
1. Tell me about yourself.
This classic opening question gives you the chance to summarize your background, skills, and enthusiasm for the role. Keep it concise and relevant.
Answer:
“I’ve worked in IT support for three years, primarily assisting end-users with hardware and software issues. I’m particularly skilled at troubleshooting Windows environments and have a strong customer service focus, which I believe fits Serco’s commitment to delivering excellent service.”
2. What interests you about working for Serco Group?
Demonstrate you’ve researched the company and align your values with theirs.
Answer:
“I admire Serco’s dedication to public service and innovation. The opportunity to support critical operations while growing my technical skills is very appealing.”
3. What are the key responsibilities of an IT Support Technician?
Show your understanding of the role.
Answer:
“The role involves providing first and second-line support, maintaining hardware and software, configuring systems, and assisting users to resolve IT problems quickly.”
4. Describe your experience with different operating systems.
Highlight technical competence.
Answer:
“I have hands-on experience with Windows 10 and 11, Mac OS, and some exposure to Linux, enabling me to support a variety of users effectively.”
5. How do you prioritize support requests?
Emphasize organisation and time management.
Answer:
“I assess urgency and impact, prioritizing critical issues affecting many users or essential services, while scheduling less urgent tasks accordingly.”
6. Can you explain what Active Directory is and how you have used it?
Technical knowledge demonstration.
Answer:
“Active Directory is a directory service for Windows domain networks. I’ve used it to manage user accounts, group policies, and permissions to ensure secure access.”
7. How do you handle a difficult customer or user?
Show your interpersonal skills.
Answer:
“I listen patiently, remain calm, and empathize with their frustration while focusing on resolving the issue efficiently.”
8. What steps do you take to troubleshoot a computer that won’t start?
Detail your problem-solving process.
Answer:
“I’d start by checking power supply and cables, then run diagnostic tests on hardware components and boot in safe mode to isolate software issues.”
9. Describe a time when you solved a challenging IT problem.
Use the STAR method: Situation, Task, Action, Result.
Answer:
“In my last role, a user couldn’t access shared drives (Situation). I needed to restore access quickly (Task). I checked network permissions and reset their credentials (Action), resulting in restored access within 30 minutes (Result).”
10. How do you keep your IT knowledge current?
Show your commitment to learning.
Answer:
“I regularly follow industry blogs, attend webinars, and complete relevant certifications like CompTIA A+.”
11. What tools and software have you used for IT support?
Show familiarity with industry tools.
Answer:
“I have experience using ticketing systems like ServiceNow and Jira, remote support tools such as TeamViewer, and diagnostic utilities like Wireshark.”
12. How do you approach documentation of IT issues and resolutions?
Highlight your organisational skills.
Answer:
“I document all steps taken during troubleshooting clearly in the ticket system to ensure continuity and knowledge sharing.”
13. What is the difference between a virus and malware?
Test basic cybersecurity knowledge.
Answer:
“A virus is a type of malware designed to replicate and spread, while malware is any malicious software, including viruses, ransomware, and spyware.”
14. Can you explain what a VPN is and why it’s important?
Networking knowledge.
Answer:
“A VPN, or Virtual Private Network, encrypts internet connections to secure data and provide remote access to company resources.”
15. Describe a time when you worked under pressure to fix a critical IT issue.
Use STAR to illustrate.
Answer:
“During a server outage (Situation), I was tasked with restoring service quickly (Task). I coordinated with the network team and applied a configuration rollback (Action), restoring functionality within an hour (Result).”
16. How do you manage confidentiality and data protection?
Show compliance awareness.
Answer:
“I follow GDPR guidelines strictly, ensure sensitive information is only accessible to authorised personnel, and use encrypted communication where necessary.”
17. What do you find most rewarding about IT support?
Show passion for the role.
Answer:
“I enjoy solving problems and helping users get back to work quickly — it’s rewarding to make a tangible difference.”
18. How do you handle repetitive tasks?
Show your work ethic.
Answer:
“I stay focused and try to find ways to automate or streamline repetitive tasks where possible to increase efficiency.”
19. What would you do if you didn’t know the answer to a technical question?
Highlight resourcefulness.
Answer:
“I’d consult documentation, colleagues, or online resources, ensuring I find the correct solution rather than guessing.”
20. How do you ensure clear communication with non-technical users?
Demonstrate communication skills.
Answer:
“I use simple language, avoid jargon, and check understanding by asking clarifying questions.”
21. Tell me about a time you worked as part of a team.
Teamwork competency.
Answer:
“In a project to upgrade office computers, I collaborated closely with network engineers and end-users to ensure a smooth transition.”
22. What motivates you to excel in an IT support role?
Personal motivation.
Answer:
“I’m driven by problem-solving and continuous learning, striving to improve service delivery.”
23. Why should Serco hire you as their IT Support Technician?
Sell yourself.
Answer:
“I bring solid technical skills, excellent customer service, and a proactive attitude, all aligned with Serco’s values.”
24. What are your salary expectations?
Be realistic and research-based.
Answer:
“Based on the role and my experience, I’m looking for a salary in the range of £24,000 to £27,000.”
25. Do you have any questions for us?
Always ask questions to show interest.
Answer:
“Can you tell me about the typical career progression for IT Support Technicians at Serco?”
Interview tips and coaching encouragement
Preparing for your Serco Group IT Support Technician interview is about confidence as much as knowledge. Use the STAR model to answer competency questions clearly: describe the Situation, the Task you faced, the Actions you took, and the Results you achieved. This structure helps keep answers concise and impactful.
Remember to listen carefully, be honest, and show enthusiasm for the role. Don’t forget to ask insightful questions at the end to demonstrate your genuine interest.
Do’s:
Dress smartly and arrive on time
Research Serco Group’s values and operations
Practice common technical and behavioural questions
Use clear, jargon-free language
Show how your skills match the job description
Don’ts:
Don’t speak negatively about past employers
Avoid vague or generic answers
Don’t interrupt the interviewer
Don’t oversell or exaggerate your experience
With over 25 years of experience coaching candidates across the UK, I encourage you to take your preparation seriously. If you want tailored advice and mock interviews to build your confidence, you can book an appointment with a professional interview coach. Expert interview training is your best path to success.
Good luck — your next step at Serco could be just an interview away!
