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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which two business needs must be considered when allocating priorities? (Choose two)

A) The impact on the business.
B) The customers status.
C) The customers location.
D) Service level agreement commitments.

2. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Apologise, thank them for calling and close the call.
B) Listen to them, document all the details, and ensure that it is followed up.
C) Explain why their problem happened in the first place.
D) Tell them that the group at fault for the complaint they made will contact them.

3. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Trend and analyse the number of password reset requests received at the help desk.
B) Review the software with the customer user group.
C) Work with IT to implement the software.
D) Download the software and prototype with the help desk.

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To evaluate overall satisfaction levels with products.
B) To trend levels of customer satisfaction between annual (periodic) surveys.
C) To assess satisfaction levels with all help desk services.
D) To measure the quality of a single interaction.

5. What is a principle of structured information gathering? (Choose 1)

A) Asking questions using a logical, methodical approach.
B) Asking questions in a practiced manner.
C) Asking questions in a free-form manner.
D) Asking questions in a predetermined sequence.

Solutions: