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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two purposes of an on-going (event) survey? (Choose two)

A) To trend levels of customer satisfaction between annual (periodic) surveys.
B) To evaluate overall satisfaction levels with products.
C) To measure the quality of a single interaction.
D) To assess satisfaction levels with all help desk services.

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

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

3. 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) Participate in and encourage communication.
C) Agree with everything everyone says.
D) Demonstrate individual responsibility.

4. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They bite their fingernails.
C) They have a new wardrobe of clothes.
D) They seem tense and often have white knuckles.
E) They have a pallid complexion.

5. 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) Participate in and encourage communication.
C) Agree with everything everyone says.
D) Demonstrate individual responsibility.

Solutions: