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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Why is it important to record and analyse customer complaints? (Choose 1)

A) To gain insight into customer perceptions.
B) To prove that other IT groups are meeting customer expectations.
C) To identify customers who are never satisfied.
D) To demonstrate that customers are not aware of service level agreements.

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

A) They know the process for escalating a problem.
B) They understand that evidence and reasoning are critical.
C) They acknowledge the customer.
D) They restate/paraphrase to ensure understanding.

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

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

5. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Creative thinking.
B) Inductive reasoning.
C) Deductive reasoning.
D) Critical thinking.

Solutions: