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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Designing a flow chart of required components.
C) Installing a knowledge database.
D) Estimating the number of expected calls.

2. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

3. What are three advantages of performing system backups? (Choose three)

A) It protects the integrity of data.
B) It saves time for the organisation.
C) It protects the integrity of files.
D) It provides ease of access to systems.
E) It assists the organisation recover following a disaster.

4. 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).

5. What is the most effective method for ticket monitoring? (Choose 1)

A) Service Level Agreements.
B) Monthly Change reports.
C) Follow up calls or surveys.
D) Live service observations.

Solutions: