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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What were the circumstances that led to this situation?
B) Have you ever had this error before?
C) Have you spoken with the systems administrator?
D) What is the error code you see?

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

A) They listen for, and recognise, emotion words.
B) They demonstrate sympathy.
C) They avoid using verbal attends.
D) They use the customer's name.

3. Which three facilitate success in any process change? (Choose three)

A) New technology.
B) Management direction.
C) New processes.
D) Clear objectives.
E) Employee acceptance.

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

5. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Spreadsheet.
B) Call logging system.
C) ACD (Automatic Call Distributor).
D) Instant messaging.

Solutions: