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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Starting tasks and handing them to subordinates to complete.
C) Completing one job before starting the next one.
D) Delegating all responsibility along with all tasks.

2. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It ensures that customers speak only to the help desk personnel.
B) It increases staff levels.
C) It is a useful source of information.
D) It ensures rigid adherence to operational policies.

3. What is the most effective method for ticket monitoring? (Choose 1)

A) Service Level Agreements.
B) Follow up calls or surveys.
C) Live service observations.
D) Monthly Change reports.

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

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

5. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Service levels are based on impact to the business.
B) Priorities are assigned consistently.
C) Everyone gets the same level of service.
D) Problems are assigned to the most knowledgeable person available.

Solutions: