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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To trend levels of customer satisfaction between annual (periodic) surveys.
C) To evaluate overall satisfaction levels with products.
D) To measure the quality of a single interaction.

2. 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?

3. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Database administrator.
B) Quality manager.
C) System administrator.
D) Knowledge engineer.

4. 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.

5. Which three facilitate success in any process change? (Choose three)

A) New processes.
B) Employee acceptance.
C) New technology.
D) Management direction.
E) Clear objectives.

Solutions: