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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

2. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Review the software with the customer user group.
B) Work with IT to implement the software.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Download the software and prototype with the help desk.

3. What are the three most common reasons for having policies for data security? (Choose three)

A) The danger of users changing a hardware configuration.
B) The ever-present potential for disaster.
C) The danger of theft, vandalism, or hacking.
D) The on-going viability of business operations.

4. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

5. 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) Deliver an SLA reminder.
B) Reassign (escalate) the call to the appropriate team.
C) Immediately escalate to management.
D) Log the customers details and take the next call.

Solutions: