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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which are the two most important qualities required for effective leadership? (Choose two)

A) the demonstration of and support for fairness.
B) the ability to encourage accountability and ownership.
C) the ability to exert absolute authority at all times.
D) the avoidance of arguments within the group.

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

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

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

5. What are three key advantages of outsourcing? (Choose three)

A) Decreased responsibility for customer satisfaction.
B) Reduced cost for provision of support.
C) Fewer resource requirements.
D) Lower capital outlay.
E) Increased profitability.

Solutions: