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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Asking questions in a free-form manner.
C) Identifying what happened vs. what was expected.
D) Using open questions to get customers to talk.

2. Which three facilitate success in any process change? (Choose three)

A) Employee acceptance.
B) New processes.
C) Clear objectives.
D) Management direction.
E) New technology.

3. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Log the customers details and take the next call.
B) Deliver an SLA reminder.
C) Immediately escalate to management.
D) Reassign (escalate) the call to the appropriate team.

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 assess satisfaction levels with all help desk services.
D) To measure the quality of a single interaction.

5. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Installing a knowledge database.
B) Estimating the number of required help desk personnel.
C) Estimating the number of expected calls.
D) Designing a flow chart of required components.

Solutions: