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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a predetermined sequence.
B) Asking questions in a free-form manner.
C) Asking questions in a practiced manner.
D) Asking questions using a logical, methodical approach.

2. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned minus total calls answered x 100.
B) The total number of calls abandoned divided by total calls answered x 100.
C) The total number of calls answered minus total calls abandoned x 100.
D) The total number of calls abandoned divided by total number of calls x 100.

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

4. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to exert absolute authority at all times.
B) the demonstration of and support for fairness.
C) the avoidance of arguments within the group.
D) the ability to encourage accountability and ownership.

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

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

Solutions: