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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

3. Which three actions should be taken when implementing a change? (Choose three)

A) Seeking buy-in from stakeholders.
B) Identification of potential risks.
C) Testing the change in a controlled environment.
D) Designing a change around existing staff capabilities.

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

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

5. 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.

Solutions: