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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Installing a knowledge database.
C) Designing a flow chart of required components.
D) Estimating the number of expected calls.

2. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) ACD (Automatic Call Distributor).
B) Call logging system.
C) Spreadsheet.
D) Instant messaging.

3. What are three advantages of performing system backups? (Choose three)

A) It assists the organisation recover following a disaster.
B) It protects the integrity of files.
C) It provides ease of access to systems.
D) It saves time for the organisation.
E) It protects the integrity of data.

4. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Finance details.
B) A process to activate the plan.
C) Personnel identification and training.
D) Monthly statistics.
E) Approval from Health and Safety.

5. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Web server.
B) Call logging system.
C) Interactive Voice Response.
D) Telephony system.

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