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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They restate/paraphrase to ensure understanding.
B) They understand that evidence and reasoning are critical.
C) They acknowledge the customer.
D) They know the process for escalating a problem.

2. 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.

3. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Application capacity planning
B) Operating system upgrades
C) Database installation
D) Network capacity planning

4. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Personnel identification and training.
B) Approval from Health and Safety.
C) Monthly statistics.
D) A process to activate the plan.
E) Finance details.

5. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Allow me to check this further, I will call you at 10:00 with an update.
B) I have the information. I will get back to you as soon as possible.
C) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
D) Let me research this, I will call you back as soon as I have a resolution.

Solutions: