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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify possible causes of the problem.
B) Identify customer assumptions.
C) Validate the problem statement.
D) Prioritise possible causes of the problem.

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

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

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

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

4. Why is it important to record and analyse customer complaints? (Choose 1)

A) To demonstrate that customers are not aware of service level agreements.
B) To gain insight into customer perceptions.
C) To identify customers who are never satisfied.
D) To prove that other IT groups are meeting customer expectations.

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

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

Solutions: