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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my supervisor does not handle these situations, I can assist you.
B) I am sorry, but my manager is not available at the moment. May I get her to call you back?
C) I appreciate your frustration with this; I have experienced this same problem many times.
D) It would be easier to resolve this call if you calm down.

2. What are the three most common self-help technologies? (Choose three)

A) Frequently Asked Questions.
B) Fax-back systems.
C) Application online help systems.
D) Call logging systems.

3. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Call logging system.
B) ACD (Automatic Call Distributor).
C) Spreadsheet.
D) Instant messaging.

4. Which two business needs must be considered when allocating priorities? (Choose two)

A) Service level agreement commitments.
B) The customers location.
C) The customers status.
D) The impact on the business.

5. What is the most effective method for ticket monitoring? (Choose 1)

A) Follow up calls or surveys.
B) Service Level Agreements.
C) Live service observations.
D) Monthly Change reports.

Solutions: