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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

2. 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.

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

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

4. What are two benefits of having service continuity sites? (Choose 2)

A) The risk of the business failing is reduced/ removed.
B) They are located close to the company headquarters.
C) Personnel are transported in and out as required.
D) Staff requirements are taken into account.
E) Service levels can be maintained.

5. What are the two most important characteristics of successful teams? (Choose 2)

A) There are many different personalities and skills.
B) They are given challenges to meet and are rewarded effectively.
C) They have individual responsibilities to which they work exclusively.
D) They always make all decisions together.

Solutions: