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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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 them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
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 that you are unable to help them until tomorrow.

2. What are the two most important characteristics of successful teams? (Choose 2)

A) They are given challenges to meet and are rewarded effectively.
B) They always make all decisions together.
C) They have individual responsibilities to which they work exclusively.
D) There are many different personalities and skills.

3. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Information giving focus.
B) Transactional focus.
C) Proactive focus.
D) Integrated focus.
E) Reactive focus.

4. Which three activities are characteristic of critical thinkers? (Choose three)

A) To implement.
B) To redesign.
C) To remodel.
D) To improve.

5. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) It would be easier to resolve this call if you calm down.
B) I appreciate your frustration with this; I have experienced this same problem many times.
C) I am sorry, but my manager is not available at the moment. May I get her to call you back?
D) I am sorry, but my supervisor does not handle these situations, I can assist you.

Solutions: