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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Knowledge management system.
B) Incident logging system.
C) Screen pop.
D) Public Branch Exchange (PBX).

2. Which are two characteristics of active listeners? (Choose two)

A) They use the customer's name.
B) They demonstrate sympathy.
C) They listen for, and recognise, emotion words.
D) They avoid using verbal attends.

3. Which are two characteristics of active listeners? (Choose two)

A) They restate/paraphrase to ensure understanding.
B) They know the process for escalating a problem.
C) They understand that evidence and reasoning are critical.
D) They acknowledge the customer.

4. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

5. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

Solutions: