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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Use the same terminology as the customer.
C) Give the customer something to do.
D) Clearly document the situation and the steps taken.

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

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

3. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Storage/space capacities.
B) Location.
C) Computer telephony integration (CTI).
D) Cost implications.

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To evaluate overall satisfaction levels with products.
B) To assess satisfaction levels with all help desk services.
C) To measure the quality of a single interaction.
D) To trend levels of customer satisfaction between annual (periodic) surveys.

5. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer to email you instead.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Tell the customer you will send him a user manual.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.

Solutions: