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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two key reasons that can cause a team to fail? (Choose two)

A) The team has multiple locations.
B) The team has clear objectives.
C) The team is cross-functional.
D) The team lacks management support.
E) The team has insufficient time allocated for team activities.

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

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

3. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Call logging system.
B) Telephony system.
C) Web server.
D) Interactive Voice Response.

4. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Service levels are based on impact to the business.
B) Priorities are assigned consistently.
C) Everyone gets the same level of service.
D) Problems are assigned to the most knowledgeable person available.

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

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

Solutions: