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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They seem tense and often have white knuckles.
B) They have a pallid complexion.
C) They bite their fingernails.
D) They have a new wardrobe of clothes.
E) They often seem short of breath.

2. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the software vendor's local office.
B) Notify FAST (Federation Against Software Theft).
C) Notify the department that they are using illegal software.
D) Notify their manager of the suspected violation.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Tell the customer you will send him a user manual.
C) Ask the customer if there is someone else who speaks your language more fluently who could assist.
D) Ask the customer to email you instead.

4. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Monthly statistics.
B) Personnel identification and training.
C) Approval from Health and Safety.
D) Finance details.
E) A process to activate the plan.

5. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Use the same terminology as the customer.
B) Give the customer something to do.
C) Create a problem-solving work-flow.
D) Clearly document the situation and the steps taken.

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