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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which situation is typically addressed by a system administrator? (Choose 1)

A) Network outages.
B) Restoration of system backup files.
C) Poor database performance.
D) Quality monitoring corruption.

2. What is the best description of a business case? (Choose 1)

A) An analysis of help desk activities.
B) A proposal for improvements to current business processes.
C) A shared business knowledge database.
D) A briefcase.

3. 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.

4. 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) Reassign (escalate) the call to the appropriate team.
C) Deliver an SLA reminder.
D) Immediately escalate to management.

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

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

Solutions: