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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective demands for respect for your expertise.
B) Effective discouragement of humour.
C) Effective highlighting of individual shortcomings.
D) Effective facilitation.
E) Effective meeting management.

2. What are the two key benefits of self help technology? (Choose 2)

A) It reduces the need for technical support staff.
B) It educates customers.
C) It allows for longer wrap-up time.
D) It reduces calls in to the help desk.

3. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Develop a multi-functional team to address the situation.
B) Explain to the customer what will happen next.
C) Ask your team colleagues to concentrate on this problem with you.
D) Close the call.

4. What is the best description of a business case? (Choose 1)

A) A proposal for improvements to current business processes.
B) A briefcase.
C) A shared business knowledge database.
D) An analysis of help desk activities.

5. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Clearly document the situation and the steps taken.
C) Use the same terminology as the customer.
D) Give the customer something to do.

Solutions: