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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

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

2. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It ensures that customers speak only to the help desk personnel.
B) It ensures rigid adherence to operational policies.
C) It increases staff levels.
D) It is a useful source of information.

3. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

4. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned minus total calls answered x 100.
B) The total number of calls abandoned divided by total calls answered x 100.
C) The total number of calls answered minus total calls abandoned x 100.
D) The total number of calls abandoned divided by total number of calls x 100.

5. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you spoken with the systems administrator?
B) What is the error code you see?
C) Have you ever had this error before?
D) What were the circumstances that led to this situation?

Solutions: