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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

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

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

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

4. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a predetermined sequence.
B) Asking questions in a free-form manner.
C) Asking questions using a logical, methodical approach.
D) Asking questions in a practiced manner.

5. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The number of expected help desk personnel.
B) The functionality advertised with the most popular systems.
C) The expected call volume.
D) The budget available for new equipment.

Solutions: