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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Quality manager.
B) Knowledge engineer.
C) Database administrator.
D) System administrator.

2. What are two components of a network? (Choose two)

A) Remote support.
B) Hub.
C) Router.
D) Ping.

3. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The longer the ASA, the higher the abandonment rate.
B) The shorter the ASA, the higher the abandonment rate.
C) The longer the ASA, the higher the probability customers will solve their own problems.
D) The shorter the ASA, the higher the probability customers will solve their own problems.

4. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Not using acronyms and speaking at the customer's level.

5. What are the three most likely disadvantages of cross-functional teams? (Choose three)

A) They may be time consuming.
B) Departmental managers may lose control.
C) They may pull staff away from their normal duties.
D) They may hinder interdepartmental rapport.

Solutions: