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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What is the best description of a business case? (Choose 1)

A) A briefcase.
B) A proposal for improvements to current business processes.
C) An analysis of help desk activities.
D) A shared business knowledge database.

3. Why is it important to record and analyse customer complaints? (Choose 1)

A) To prove that other IT groups are meeting customer expectations.
B) To demonstrate that customers are not aware of service level agreements.
C) To identify customers who are never satisfied.
D) To gain insight into customer perceptions.

4. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Work with IT to implement the software.
B) Download the software and prototype with the help desk.
C) Review the software with the customer user group.
D) Trend and analyse the number of password reset requests received at the help desk.

5. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in Project management.
B) Active Networking.
C) Participation in company-wide events and initiatives.
D) Involvement in cross-functional teams.

Solutions: