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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Public Branch Exchange (PBX).
B) Knowledge management system.
C) Incident logging system.
D) Screen pop.

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To evaluate overall satisfaction levels with products.
C) To measure the quality of a single interaction.
D) To trend levels of customer satisfaction between annual (periodic) surveys.

3. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Validate the problem statement.
C) Prioritise possible causes of the problem.
D) Identify possible causes of the problem.

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

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

5. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Trend and analyse the number of password reset requests received at the help desk.
B) Download the software and prototype with the help desk.
C) Review the software with the customer user group.
D) Work with IT to implement the software.

Solutions: