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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a free-form manner.
B) Asking questions in a practiced manner.
C) Asking questions in a predetermined sequence.
D) Asking questions using a logical, methodical approach.

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

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

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

4. What is the best description of multi-tasking? (Choose 1)

A) Starting tasks and handing them to subordinates to complete.
B) Completing one job before starting the next one.
C) Delegating all responsibility along with all tasks.
D) Being capable of handling a variety of problems at the same time.

5. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Call logging system.
B) Interactive Voice Response.
C) Telephony system.
D) Web server.

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