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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They demonstrate sympathy.
B) They avoid using verbal attends.
C) They listen for, and recognise, emotion words.
D) They use the customer's name.

2. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I appreciate your frustration with this; I have experienced this same problem many times.
B) I am sorry, but my manager is not available at the moment. May I get her to call you back?
C) I am sorry, but my supervisor does not handle these situations, I can assist you.
D) It would be easier to resolve this call if you calm down.

3. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The number of expected help desk personnel.
B) The expected call volume.
C) The functionality advertised with the most popular systems.
D) The budget available for new equipment.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer LAN connected?
B) Is your printer networked?
C) What application are you trying to print from?
D) Can anyone else print to the printer?

5. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Agree with everything everyone says.
B) Demonstrate individual responsibility.
C) Participate in and encourage communication.
D) Take exclusive responsibility for projects.

Solutions: