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

2. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They seem tense and often have white knuckles.
C) They have a new wardrobe of clothes.
D) They have a pallid complexion.
E) They bite their fingernails.

3. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Inductive reasoning.
B) Critical thinking.
C) Deductive reasoning.
D) Creative thinking.

4. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Explain to the customer what will happen next.
B) Develop a multi-functional team to address the situation.
C) Ask your team colleagues to concentrate on this problem with you.
D) Close the call.

5. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Structured information gathering.
B) Unstructured information gathering.
C) Root cause discussions.
D) Logical analysis.

Solutions: