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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the key benefit of root cause analysis? (Choose 1)

A) Calls for specific types of problem can be reduced or eliminated.
B) Better knowledge management procedures.
C) Cost and expense can be justified.
D) The cost per problem is reduced.

2. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Participate in and encourage communication.
B) Demonstrate individual responsibility.
C) Agree with everything everyone says.
D) Take exclusive responsibility for projects.

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

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

4. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you spoken with the systems administrator?
B) What were the circumstances that led to this situation?
C) Have you ever had this error before?
D) What is the error code you see?

5. What are the three most common self-help technologies? (Choose three)

A) Call logging systems.
B) Fax-back systems.
C) Application online help systems.
D) Frequently Asked Questions.

Solutions: