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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They listen for, and recognise, emotion words.
B) They use the customer's name.
C) They avoid using verbal attends.
D) They demonstrate sympathy.

2. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Critical thinking.
B) Deductive reasoning.
C) Creative thinking.
D) Inductive reasoning.

3. What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A) Traceability of help desk actions and activities.
B) Faster, more efficient service.
C) Customers assign the priority.
D) Fair and consistent treatment.

4. What are the two most important characteristics of successful teams? (Choose 2)

A) They have individual responsibilities to which they work exclusively.
B) They are given challenges to meet and are rewarded effectively.
C) There are many different personalities and skills.
D) They always make all decisions together.

5. Which two business needs must be considered when allocating priorities? (Choose two)

A) Service level agreement commitments.
B) The impact on the business.
C) The customers location.
D) The customers status.

Solutions: