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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Database administrator.
B) System administrator.
C) Knowledge engineer.
D) Quality manager.

2. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Unstructured information gathering.
C) Structured information gathering.
D) Logical analysis.

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

4. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It can be expensive to implement and maintain.
B) It requires minimal maintenance.
C) It enables customers to help themselves.
D) It is available 24/7.
E) It provides consistent responses to regular questions.
F) It can be impersonal.

5. Which is a technique used in paraphrasing? (Choose 1)

A) Using complex sentence patterns.
B) Using the passive voice.
C) Using synonyms.
D) Using parroting.

Solutions: