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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Using open questions to get customers to talk.
C) Not using acronyms and speaking at the customer's level.
D) Asking questions in a free-form manner.

2. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Incident logging system.
B) Public Branch Exchange (PBX).
C) Knowledge management system.
D) Screen pop.

3. What are three characteristics of effective leaders? (Choose three)

A) They are able to execute plans.
B) They closely monitor the team.
C) They practice and encourage fairness.
D) They delegate responsibility effectively.

4. 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.

5. 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) Validate the problem statement.
C) Identify possible causes of the problem.
D) Prioritise possible causes of the problem.

Solutions: