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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Why is it important to record and analyse customer complaints? (Choose 1)

A) To prove that other IT groups are meeting customer expectations.
B) To gain insight into customer perceptions.
C) To identify customers who are never satisfied.
D) To demonstrate that customers are not aware of service level agreements.

2. What is a purpose of self-help technology? (Choose 1)

A) To encourage a higher call volume.
B) To help make best use of available staff.
C) To help build rapport between support staff and customers.
D) To maintain customers reliance on the help desk.

3. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a practiced manner.
B) Asking questions in a free-form manner.
C) Asking questions in a predetermined sequence.
D) Asking questions using a logical, methodical approach.

4. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer if there is someone else who speaks your language more fluently who could assist.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Tell the customer you will send him a user manual.
D) Ask the customer to email you instead.

5. What are the three most common reasons for having policies for data security? (Choose three)

A) The danger of theft, vandalism, or hacking.
B) The on-going viability of business operations.
C) The ever-present potential for disaster.
D) The danger of users changing a hardware configuration.

Solutions: