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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Critical thinking.
B) Inductive reasoning.
C) Creative thinking.
D) Deductive reasoning.

2. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Designing a flow chart of required components.
B) Estimating the number of required help desk personnel.
C) Installing a knowledge database.
D) Estimating the number of expected calls.

3. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Unstructured information gathering.
C) Structured information gathering.
D) Logical analysis.

4. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Tell the customer the analyst is busy on a project, but they can hold on if they like.
B) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
C) Advise the customer that speaking to you instead will provide a faster service than if they waited.
D) Assure the customer that you are competent and can handle their call just as well as your colleague.

5. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my supervisor does not handle these situations, I can assist you.
B) I am sorry, but my manager is not available at the moment. May I get her to call you back?
C) I appreciate your frustration with this; I have experienced this same problem many times.
D) It would be easier to resolve this call if you calm down.

Solutions: