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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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) Create a problem-solving work-flow.
C) Give the customer something to do.
D) Use the same terminology as the customer.

2. What is the best definition of a mission statement? (Choose 1)

A) It is a description of the Service Desks /Help Desks marketing and sales strategies.
B) It is a description of the Service Desks /Help Desks past financial performance.
C) It is a description of the Service Desks /Help Desks purpose and reason for existence.
D) It is a description of the Service Desks /Help Desks means of producing revenue.

3. What is the first step of the incident management process? (Choose 1)

A) Receive customer request.
B) Acknowledge and set expectations.
C) Drive problem acceptance.
D) Communicate completion.

4. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Integrated focus.
B) Information giving focus.
C) Transactional focus.
D) Proactive focus.
E) Reactive focus.

5. What are the two most important purposes of an annual survey? (Choose two)

A) To measure changes in products and services from the previous year.
B) To assess IT technical support.
C) To identify changes customers feel are valuable.
D) To evaluate overall satisfaction levels.

Solutions: