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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

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

3. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Screen pop.
B) Public Branch Exchange (PBX).
C) Knowledge management system.
D) Incident logging system.

4. What is the first step of the incident management process? (Choose 1)

A) Receive customer request.
B) Acknowledge and set expectations.
C) Drive problem acceptance.
D) Communicate completion.

5. Why is it important to record and analyse customer complaints? (Choose 1)

A) To identify customers who are never satisfied.
B) To prove that other IT groups are meeting customer expectations.
C) To gain insight into customer perceptions.
D) To demonstrate that customers are not aware of service level agreements.

Solutions: