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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Application capacity planning
B) Network capacity planning
C) Operating system upgrades
D) Database installation

2. What are three basic components of Computer Telephony Integration? (Choose three)

A) Service Level Agreements.
B) Interactive Voice Response.
C) Automatic Call Distributor.
D) Integration Server

3. Which three actions should be taken when implementing a change? (Choose three)

A) Identification of potential risks.
B) Seeking buy-in from stakeholders.
C) Testing the change in a controlled environment.
D) Designing a change around existing staff capabilities.

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 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.

5. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) The secure access gate into the help desk.
B) One of the hubs on the network.
C) The security gates for the building.
D) One of the routers on the network.

Solutions: