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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Service levels are based on impact to the business.
B) Everyone gets the same level of service.
C) Priorities are assigned consistently.
D) Problems are assigned to the most knowledgeable person available.

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

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

3. What is the best description of multi-tasking? (Choose 1)

A) Delegating all responsibility along with all tasks.
B) Being capable of handling a variety of problems at the same time.
C) Completing one job before starting the next one.
D) Starting tasks and handing them to subordinates to complete.

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

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

5. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Clearly document the situation and the steps taken.
B) Give the customer something to do.
C) Use the same terminology as the customer.
D) Create a problem-solving work-flow.

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