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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which three of the following items does a critical thinker apply? (Choose three)

A) Recognition that ultimate authority rests with reason and evidence.
B) Organisation of a problem into a series of logical, orderly steps.
C) Logical problem solving.
D) Rapid resolutions for all problems.

3. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

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

4. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I appreciate your frustration with this; I have experienced this same problem many times.
B) I am sorry, but my manager is not available at the moment. May I get her to call you back?
C) I am sorry, but my supervisor does not handle these situations, I can assist you.
D) It would be easier to resolve this call if you calm down.

5. What are the three most common reasons for having policies for data security? (Choose three)

A) The ever-present potential for disaster.
B) The on-going viability of business operations.
C) The danger of users changing a hardware configuration.
D) The danger of theft, vandalism, or hacking.

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