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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Advise the customer that speaking to you instead will provide a faster service than if they waited.
B) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
C) Assure the customer that you are competent and can handle their call just as well as your colleague.
D) Tell the customer the analyst is busy on a project, but they can hold on if they like.

2. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Deliver an SLA reminder.
B) Log the customers details and take the next call.
C) Reassign (escalate) the call to the appropriate team.
D) Immediately escalate to management.

3. Which three facilitate success in any process change? (Choose three)

A) Clear objectives.
B) Management direction.
C) New processes.
D) New technology.
E) Employee acceptance.

4. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned minus total calls answered x 100.
B) The total number of calls answered minus total calls abandoned x 100.
C) The total number of calls abandoned divided by total number of calls x 100.
D) The total number of calls abandoned divided by total calls answered x 100.

5. What is unstructured information gathering? (Choose 1)

A) Using open questions to get customers to talk.
B) Asking questions in a free-form manner.
C) Identifying what happened vs. what was expected.
D) Not using acronyms and speaking at the customer's level.

Solutions: