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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What are two disadvantages of self-help technology? (Choose two)

A) It requires regular maintenance.
B) It does not fully utilise support resources.
C) There can be a loss of personalised service.
D) It decreases customer dependency on the help desk.

3. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Develop a multi-functional team to address the situation.
B) Ask your team colleagues to concentrate on this problem with you.
C) Close the call.
D) Explain to the customer what will happen next.

4. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) It requires the customer to input data.
EIt prevents calls being queued.
B) it enables the blocking of unwanted calls.
C) It enables the manager to view help desk performance in real time.
D) It identifies callers to the help desk via screen pop.

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

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

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