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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

A) They use the customer's name.
B) They avoid using verbal attends.
C) They demonstrate sympathy.
D) They listen for, and recognise, emotion words.

2. What is the best description of multi-tasking? (Choose 1)

A) Delegating all responsibility along with all tasks.
B) Being capable of handling a variety of problems at the same time.
C) Starting tasks and handing them to subordinates to complete.
D) Completing one job before starting the next one.

3. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Reactive focus.
B) Information giving focus.
C) Integrated focus.
D) Transactional focus.
E) Proactive focus.

4. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Give the customer something to do.
C) Use the same terminology as the customer.
D) Clearly document the situation and the steps taken.

5. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) One of the routers on the network.
B) The secure access gate into the help desk.
C) The security gates for the building.
D) One of the hubs on the network.

Solutions: