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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which two business needs must be considered when allocating priorities? (Choose two)

A) The customers location.
B) Service level agreement commitments.
C) The impact on the business.
D) The customers status.

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you ever had this error before?
B) What is the error code you see?
C) Have you spoken with the systems administrator?
D) What were the circumstances that led to this situation?

3. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Deliver an SLA reminder.
B) Reassign (escalate) the call to the appropriate team.
C) Immediately escalate to management.
D) Log the customers details and take the next call.

4. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the abandonment rate.
B) The shorter the ASA, the higher the probability customers will solve their own problems.
C) The longer the ASA, the higher the probability customers will solve their own problems.
D) The longer the ASA, the higher the abandonment rate.

5. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Instant messaging.
B) Spreadsheet.
C) Call logging system.
D) ACD (Automatic Call Distributor).

Solutions: