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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Review the software with the customer user group.
B) Work with IT to implement the software.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Download the software and prototype with the help desk.

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

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

3. 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) Clearly document the situation and the steps taken.
D) Use the same terminology as the customer.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) What application are you trying to print from?
B) Is your printer networked?
C) Can anyone else print to the printer?
D) Is your printer LAN connected?

5. What are the two most important purposes of an annual survey? (Choose two)

A) To assess IT technical support.
B) To identify changes customers feel are valuable.
C) To evaluate overall satisfaction levels.
D) To measure changes in products and services from the previous year.

Solutions: