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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Interactive Voice Response.
B) Call logging system.
C) Telephony system.
D) Web server.

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To evaluate overall satisfaction levels with products.
B) To measure the quality of a single interaction.
C) To assess satisfaction levels with all help desk services.
D) To trend levels of customer satisfaction between annual (periodic) surveys.

3. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It increases staff levels.
B) It ensures that customers speak only to the help desk personnel.
C) It is a useful source of information.
D) It ensures rigid adherence to operational policies.

4. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Operating system upgrades
B) Application capacity planning
C) Network capacity planning
D) Database installation

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

Solutions: