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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Using open questions to get customers to talk.
B) Asking questions in a free-form manner.
C) Identifying what happened vs. what was expected.
D) Not using acronyms and speaking at the customer's level.

2. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Participate in and encourage communication.
B) Demonstrate individual responsibility.
C) Agree with everything everyone says.
D) Take exclusive responsibility for projects.

3. What is the key benefit of root cause analysis? (Choose 1)

A) The cost per problem is reduced.
B) Calls for specific types of problem can be reduced or eliminated.
C) Cost and expense can be justified.
D) Better knowledge management procedures.

4. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Technical terms.
B) Empathising.
C) Use of slang.
D) Apologies.

5. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Cost implications.
C) Computer telephony integration (CTI).
D) Storage/space capacities.

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