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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It ensures that customers speak only to the help desk personnel.
B) It ensures rigid adherence to operational policies.
C) It increases staff levels.
D) It is a useful source of information.

2. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Close the call.
B) Explain to the customer what will happen next.
C) Ask your team colleagues to concentrate on this problem with you.
D) Develop a multi-functional team to address the situation.

3. What is a common method used to analyse measurements? (Choose 1)

A) Current state assessment.
B) Service level agreements.
C) Root cause analysis.
D) Trend analysis.

4. Which three activities are characteristic of critical thinkers? (Choose three)

A) To redesign.
B) To implement.
C) To improve.
D) To remodel.

5. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The management structure of information flow, processes, and systems that are controlled by the help desk.
B) The basic architecture of a help desk and its systems that determine how it functions.
C) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
D) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.

Solutions: