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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three characteristics of effective leaders? (Choose three)

A) They delegate responsibility effectively.
B) They practice and encourage fairness.
C) They closely monitor the team.
D) They are able to execute plans.

2. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Ask the customer to email you instead.
D) Tell the customer you will send him a user manual.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Ask the customer to email you instead.
D) Tell the customer you will send him a user manual.

4. 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) I have the information. I will get back to you as soon as possible.
B) Allow me to check this further, I will call you at 10:00 with an update.
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.

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

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

Solutions: