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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Develop a multi-functional team to address the situation.
B) Close the call.
C) Explain to the customer what will happen next.
D) Ask your team colleagues to concentrate on this problem with you.

2. What is the best description of a business case? (Choose 1)

A) A briefcase.
B) A shared business knowledge database.
C) An analysis of help desk activities.
D) A proposal for improvements to current business processes.

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

4. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a predetermined sequence.
B) Asking questions in a practiced manner.
C) Asking questions using a logical, methodical approach.
D) Asking questions in a free-form manner.

5. What are two disadvantages of self-help technology? (Choose two)

A) It does not fully utilise support resources.
B) It decreases customer dependency on the help desk.
C) It requires regular maintenance.
D) There can be a loss of personalised service.

Solutions: