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

2. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Knowledge engineer.
B) Quality manager.
C) Database administrator.
D) System administrator.

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

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

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

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

5. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in Project management.
B) Involvement in cross-functional teams.
C) Participation in company-wide events and initiatives.
D) Active Networking.

Solutions: