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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Computer telephony integration (CTI).
C) Storage/space capacities.
D) Cost implications.

2. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Download the software and prototype with the help desk.
B) Trend and analyse the number of password reset requests received at the help desk.
C) Work with IT to implement the software.
D) Review the software with the customer user group.

3. What are the two most important purposes of an annual survey? (Choose two)

A) To identify changes customers feel are valuable.
B) To evaluate overall satisfaction levels.
C) To measure changes in products and services from the previous year.
D) To assess IT technical support.

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

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

5. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It is a useful source of information.
B) It ensures that customers speak only to the help desk personnel.
C) It increases staff levels.
D) It ensures rigid adherence to operational policies.

Solutions: