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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Assure the customer that you are competent and can handle their call just as well as your colleague.
B) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
C) Advise the customer that speaking to you instead will provide a faster service than if they waited.
D) Tell the customer the analyst is busy on a project, but they can hold on if they like.

2. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Empathising.
B) Technical terms.
C) Apologies.
D) Use of slang.

3. What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A) Faster, more efficient service.
B) Traceability of help desk actions and activities.
C) Fair and consistent treatment.
D) Customers assign the priority.

4. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) it enables the blocking of unwanted calls.
B) It enables the manager to view help desk performance in real time.
C) It identifies callers to the help desk via screen pop.
D) It requires the customer to input data.
EIt prevents calls being queued.

5. What are two components of a network? (Choose two)

A) Router.
B) Hub.
C) Ping.
D) Remote support.

Solutions: