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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three key advantages of outsourcing? (Choose three)

A) Reduced cost for provision of support.
B) Lower capital outlay.
C) Decreased responsibility for customer satisfaction.
D) Increased profitability.
E) Fewer resource requirements.

2. What are two disadvantages of self-help technology? (Choose two)

A) It decreases customer dependency on the help desk.
B) There can be a loss of personalised service.
C) It requires regular maintenance.
D) It does not fully utilise support resources.

3. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) it enables the blocking of unwanted calls.
B) It enables the manager to view help desk performance in real time.
C) It identifies callers to the help desk via screen pop.
D) It requires the customer to input data.
EIt prevents calls being queued.

4. 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.

5. 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.

Solutions: