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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a purpose of self-help technology? (Choose 1)

A) To help build rapport between support staff and customers.
B) To maintain customers reliance on the help desk.
C) To encourage a higher call volume.
D) To help make best use of available staff.

2. What are three key advantages of outsourcing? (Choose three)

A) Reduced cost for provision of support.
B) Fewer resource requirements.
C) Lower capital outlay.
D) Increased profitability.
E) Decreased responsibility for customer satisfaction.

3. What is the first step of the incident management process? (Choose 1)

A) Communicate completion.
B) Drive problem acceptance.
C) Acknowledge and set expectations.
D) Receive customer request.

4. 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.

5. What are two purposes of an on-going (event) survey? (Choose two)

A) To measure the quality of a single interaction.
B) To trend levels of customer satisfaction between annual (periodic) surveys.
C) To assess satisfaction levels with all help desk services.
D) To evaluate overall satisfaction levels with products.

Solutions: