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Only need to practice for 20 to 30 hours

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Simulate the real exam

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The basic architecture of a help desk and its systems that determine how it functions.
B) The management structure of information flow, processes, and systems that are controlled by the help desk.
C) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
D) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

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

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

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer to email you instead.
B) Tell the customer you will send him a user manual.
C) Ask the customer if there is someone else who speaks your language more fluently who could assist.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

4. What are three basic components of Computer Telephony Integration? (Choose three)

A) Interactive Voice Response.
B) Integration Server
C) Automatic Call Distributor.
D) Service Level Agreements.

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

A) It would be easier to resolve this call if you calm down.
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) I appreciate your frustration with this; I have experienced this same problem many times.

Solutions: