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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Logical analysis.
C) Structured information gathering.
D) Unstructured information gathering.

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

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

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

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

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

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

5. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Operating system upgrades
C) Database installation
D) Application capacity planning

Solutions: