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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which three activities are characteristic of critical thinkers? (Choose three)

A) To redesign.
B) To implement.
C) To improve.
D) To remodel.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer if there is someone else who speaks your language more fluently who could assist.
B) Tell the customer you will send him a user manual.
C) Ask the customer to email you instead.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

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

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

5. What are the two key benefits of self help technology? (Choose 2)

A) It reduces the need for technical support staff.
B) It educates customers.
C) It allows for longer wrap-up time.
D) It reduces calls in to the help desk.

Solutions: