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

2. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Logical analysis.
B) Root cause discussions.
C) Structured information gathering.
D) Unstructured information gathering.

3. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team has multiple locations.
C) The team has insufficient time allocated for team activities.
D) The team has clear objectives.
E) The team lacks management support.

4. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Storage/space capacities.
C) Computer telephony integration (CTI).
D) Cost implications.

5. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It increases staff levels.
B) It ensures rigid adherence to operational policies.
C) It ensures that customers speak only to the help desk personnel.
D) It is a useful source of information.

Solutions: