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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a purpose of self-help technology? (Choose 1)

A) To maintain customers reliance on the help desk.
B) To help build rapport between support staff and customers.
C) To encourage a higher call volume.
D) To help make best use of available staff.

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

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

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

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

4. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A) Identify possible causes of the problem.
B) Prioritise possible causes of the problem.
C) Validate the problem statement.
D) Identify customer assumptions.

5. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify possible causes of the problem.
B) Prioritise possible causes of the problem.
C) Validate the problem statement.
D) Identify customer assumptions.

Solutions: