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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify their manager of the suspected violation.
B) Notify the department that they are using illegal software.
C) Notify FAST (Federation Against Software Theft).
D) Notify the software vendor's local office.

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

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

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

5. What is the best description of multi-tasking? (Choose 1)

A) Delegating all responsibility along with all tasks.
B) Being capable of handling a variety of problems at the same time.
C) Completing one job before starting the next one.
D) Starting tasks and handing them to subordinates to complete.

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