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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the key benefit of root cause analysis? (Choose 1)

A) The cost per problem is reduced.
B) Better knowledge management procedures.
C) Calls for specific types of problem can be reduced or eliminated.
D) Cost and expense can be justified.

2. What are two benefits of having service continuity sites? (Choose 2)

A) Service levels can be maintained.
B) Staff requirements are taken into account.
C) The risk of the business failing is reduced/ removed.
D) Personnel are transported in and out as required.
E) They are located close to the company headquarters.

3. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Prioritise possible causes of the problem.
C) Validate the problem statement.
D) Identify possible causes of the problem.

4. What are two components of a network? (Choose two)

A) Router.
B) Hub.
C) Remote support.
D) Ping.

5. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) It enables the manager to view help desk performance in real time.
B) It requires the customer to input data.
EIt prevents calls being queued.
C) It identifies callers to the help desk via screen pop.
D) it enables the blocking of unwanted calls.

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