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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the key benefit of root cause analysis? (Choose 1)

A) Cost and expense can be justified.
B) Calls for specific types of problem can be reduced or eliminated.
C) The cost per problem is reduced.
D) Better knowledge management procedures.

2. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Transactional focus.
B) Reactive focus.
C) Information giving focus.
D) Integrated focus.
E) Proactive focus.

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

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

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

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

5. 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) Ask lots of questions to check your understanding, even if it means interrupting them.
D) Speak carefully and loudly.

Solutions: