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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of a business case? (Choose 1)

A) A shared business knowledge database.
B) An analysis of help desk activities.
C) A proposal for improvements to current business processes.
D) A briefcase.

2. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Ask your team colleagues to concentrate on this problem with you.
B) Develop a multi-functional team to address the situation.
C) Explain to the customer what will happen next.
D) Close the call.

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

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

4. 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 them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
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.

5. What are the three most common self-help technologies? (Choose three)

A) Call logging systems.
B) Fax-back systems.
C) Application online help systems.
D) Frequently Asked Questions.

Solutions: