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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Work with IT to implement the software.
B) Download the software and prototype with the help desk.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Review the software with the customer user group.

2. Which are two characteristics of active listeners? (Choose two)

A) They demonstrate sympathy.
B) They use the customer's name.
C) They listen for, and recognise, emotion words.
D) They avoid using verbal attends.

3. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in cross-functional teams.
B) Involvement in Project management.
C) Participation in company-wide events and initiatives.
D) Active Networking.

4. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Explain why their problem happened in the first place.
B) Apologise, thank them for calling and close the call.
C) Tell them that the group at fault for the complaint they made will contact them.
D) Listen to them, document all the details, and ensure that it is followed up.

5. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a free-form manner.
B) Asking questions in a practiced manner.
C) Asking questions in a predetermined sequence.
D) Asking questions using a logical, methodical approach.

Solutions: