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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. What are the three most common self-help technologies? (Choose three)

A) Call logging systems.
B) Fax-back systems.
C) Frequently Asked Questions.
D) Application online help systems.

3. What are three characteristics of effective leaders? (Choose three)

A) They delegate responsibility effectively.
B) They are able to execute plans.
C) They closely monitor the team.
D) They practice and encourage fairness.

4. What are the two most important purposes of an annual survey? (Choose two)

A) To identify changes customers feel are valuable.
B) To assess IT technical support.
C) To measure changes in products and services from the previous year.
D) To evaluate overall satisfaction levels.

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

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

Solutions: