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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Computer telephony integration (CTI).
B) Location.
C) Cost implications.
D) Storage/space capacities.

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

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

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

4. What are two key reasons that can cause a team to fail? (Choose two)

A) The team has multiple locations.
B) The team is cross-functional.
C) The team lacks management support.
D) The team has clear objectives.
E) The team has insufficient time allocated for team activities.

5. Which is a technique used in paraphrasing? (Choose 1)

A) Using synonyms.
B) Using the passive voice.
C) Using complex sentence patterns.
D) Using parroting.

Solutions: