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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Database installation
C) Application capacity planning
D) Operating system upgrades

2. Which are two characteristics of active listeners? (Choose two)

A) They understand that evidence and reasoning are critical.
B) They know the process for escalating a problem.
C) They acknowledge the customer.
D) They restate/paraphrase to ensure understanding.

3. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

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

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

5. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Tell them that the group at fault for the complaint they made will contact them.
B) Apologise, thank them for calling and close the call.
C) Listen to them, document all the details, and ensure that it is followed up.
D) Explain why their problem happened in the first place.

Solutions: