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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

2. What are two components of a network? (Choose two)

A) Hub.
B) Router.
C) Remote support.
D) Ping.

3. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Advise the customer that speaking to you instead will provide a faster service than if they waited.
B) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
C) Tell the customer the analyst is busy on a project, but they can hold on if they like.
D) Assure the customer that you are competent and can handle their call just as well as your colleague.

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

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

Solutions: