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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Apologise, thank them for calling and close the call.
B) Tell them that the group at fault for the complaint they made will contact them.
C) Explain why their problem happened in the first place.
D) Listen to them, document all the details, and ensure that it is followed up.

2. What are two benefits of having service continuity sites? (Choose 2)

A) The risk of the business failing is reduced/ removed.
B) Staff requirements are taken into account.
C) Service levels can be maintained.
D) Personnel are transported in and out as required.
E) They are located close to the company headquarters.

3. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The management structure of information flow, processes, and systems that are controlled by the help desk.
B) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
C) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
D) The basic architecture of a help desk and its systems that determine how it functions.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer networked?
B) Can anyone else print to the printer?
C) What application are you trying to print from?
D) Is your printer LAN connected?

5. Which three activities are characteristic of critical thinkers? (Choose three)

A) To remodel.
B) To improve.
C) To redesign.
D) To implement.

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