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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two components of a network? (Choose two)

A) Hub.
B) Ping.
C) Remote support.
D) Router.

2. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Reassign (escalate) the call to the appropriate team.
B) Log the customers details and take the next call.
C) Deliver an SLA reminder.
D) Immediately escalate to management.

3. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team lacks management support.
C) The team has clear objectives.
D) The team has multiple locations.
E) The team has insufficient time allocated for team activities.

4. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Allow me to check this further, I will call you at 10:00 with an update.
B) I have the information. I will get back to you as soon as possible.
C) Let me research this, I will call you back as soon as I have a resolution.
D) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

5. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Telephony system.
B) Web server.
C) Call logging system.
D) Interactive Voice Response.

Solutions: