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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the department that they are using illegal software.
B) Notify the software vendor's local office.
C) Notify FAST (Federation Against Software Theft).
D) Notify their manager of the suspected violation.

2. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Inductive reasoning.
B) Creative thinking.
C) Critical thinking.
D) Deductive reasoning.

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

4. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Close the call.
B) Explain to the customer what will happen next.
C) Ask your team colleagues to concentrate on this problem with you.
D) Develop a multi-functional team to address the situation.

5. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It requires minimal maintenance.
B) It can be impersonal.
C) It is available 24/7.
D) It provides consistent responses to regular questions.
E) It enables customers to help themselves.
F) It can be expensive to implement and maintain.

Solutions: