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

2. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Designing a flow chart of required components.
C) Installing a knowledge database.
D) Estimating the number of expected calls.

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

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

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

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

5. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned minus total calls answered x 100.
B) The total number of calls abandoned divided by total calls answered x 100.
C) The total number of calls abandoned divided by total number of calls x 100.
D) The total number of calls answered minus total calls abandoned x 100.

Solutions: