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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Take exclusive responsibility for projects.
B) Agree with everything everyone says.
C) Demonstrate individual responsibility.
D) Participate in and encourage communication.

2. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Apologies.
B) Technical terms.
C) Use of slang.
D) Empathising.

3. Which is a technique used in paraphrasing? (Choose 1)

A) Using synonyms.
B) Using the passive voice.
C) Using parroting.
D) Using complex sentence patterns.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) What application are you trying to print from?
B) Is your printer networked?
C) Can anyone else print to the printer?
D) Is your printer LAN connected?

5. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my manager is not available at the moment. May I get her to call you back?
B) I appreciate your frustration with this; I have experienced this same problem many times.
C) I am sorry, but my supervisor does not handle these situations, I can assist you.
D) It would be easier to resolve this call if you calm down.

Solutions: