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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

3. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

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

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

5. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to exert absolute authority at all times.
B) the avoidance of arguments within the group.
C) the demonstration of and support for fairness.
D) the ability to encourage accountability and ownership.

Solutions: