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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

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

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

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

4. What is used to set customer expectations? (Choose 1)

A) Service level agreements.
B) Work flow procedures.
C) Root cause processes.
D) Standard operating procedures.

5. What is the most effective method for ticket monitoring? (Choose 1)

A) Service Level Agreements.
B) Monthly Change reports.
C) Live service observations.
D) Follow up calls or surveys.

Solutions: