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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) it enables the blocking of unwanted calls.
B) It identifies callers to the help desk via screen pop.
C) It enables the manager to view help desk performance in real time.
D) It requires the customer to input data.
EIt prevents calls being queued.

2. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
D) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

3. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It enables customers to help themselves.
B) It is available 24/7.
C) It can be impersonal.
D) It requires minimal maintenance.
E) It provides consistent responses to regular questions.
F) It can be expensive to implement and maintain.

4. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Take exclusive responsibility for projects.
B) Demonstrate individual responsibility.
C) Participate in and encourage communication.
D) Agree with everything everyone says.

5. What are three characteristics of effective leaders? (Choose three)

A) They are able to execute plans.
B) They practice and encourage fairness.
C) They delegate responsibility effectively.
D) They closely monitor the team.

Solutions: