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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer to email you instead.
C) Ask the customer if there is someone else who speaks your language more fluently who could assist.
D) Tell the customer you will send him a user manual.

2. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It increases staff levels.
B) It ensures that customers speak only to the help desk personnel.
C) It is a useful source of information.
D) It ensures rigid adherence to operational policies.

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

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

4. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Designing a flow chart of required components.
B) Installing a knowledge database.
C) Estimating the number of expected calls.
D) Estimating the number of required help desk personnel.

5. Which three of the following items does a critical thinker apply? (Choose three)

A) Recognition that ultimate authority rests with reason and evidence.
B) Organisation of a problem into a series of logical, orderly steps.
C) Rapid resolutions for all problems.
D) Logical problem solving.

Solutions: