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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important characteristics of successful teams? (Choose 2)

A) They always make all decisions together.
B) They have individual responsibilities to which they work exclusively.
C) There are many different personalities and skills.
D) They are given challenges to meet and are rewarded effectively.

2. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The number of expected help desk personnel.
B) The budget available for new equipment.
C) The expected call volume.
D) The functionality advertised with the most popular systems.

3. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Reassign (escalate) the call to the appropriate team.
B) Log the customers details and take the next call.
C) Immediately escalate to management.
D) Deliver an SLA reminder.

4. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Call logging system.
B) ACD (Automatic Call Distributor).
C) Instant messaging.
D) Spreadsheet.

5. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

Solutions: