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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the three most common self-help technologies? (Choose three)

A) Fax-back systems.
B) Application online help systems.
C) Frequently Asked Questions.
D) Call logging systems.

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

3. What is the best definition of a mission statement? (Choose 1)

A) It is a description of the Service Desks /Help Desks means of producing revenue.
B) It is a description of the Service Desks /Help Desks purpose and reason for existence.
C) It is a description of the Service Desks /Help Desks past financial performance.
D) It is a description of the Service Desks /Help Desks marketing and sales strategies.

4. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Apologies.
B) Use of slang.
C) Technical terms.
D) Empathising.

5. What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A) Faster, more efficient service.
B) Fair and consistent treatment.
C) Customers assign the priority.
D) Traceability of help desk actions and activities.

Solutions: