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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. 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) Let me research this, I will call you back as soon as I have a resolution.
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) I have the information. I will get back to you as soon as possible.

3. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Validate the problem statement.
C) Identify possible causes of the problem.
D) Prioritise possible causes of the problem.

4. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Demonstrate individual responsibility.
B) Take exclusive responsibility for projects.
C) Participate in and encourage communication.
D) Agree with everything everyone says.

5. What are the three most likely disadvantages of cross-functional teams? (Choose three)

A) They may pull staff away from their normal duties.
B) They may be time consuming.
C) Departmental managers may lose control.
D) They may hinder interdepartmental rapport.

Solutions: