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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Use the same terminology as the customer.
B) Create a problem-solving work-flow.
C) Clearly document the situation and the steps taken.
D) Give the customer something to do.

3. What is the first step of the incident management process? (Choose 1)

A) Drive problem acceptance.
B) Acknowledge and set expectations.
C) Communicate completion.
D) Receive customer request.

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 always make all decisions together.
C) They are given challenges to meet and are rewarded effectively.
D) There are many different personalities and skills.

5. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The expected call volume.
B) The number of expected help desk personnel.
C) The budget available for new equipment.
D) The functionality advertised with the most popular systems.

Solutions: