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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A) Prioritise possible causes of the problem.
B) Identify customer assumptions.
C) Validate the problem statement.
D) Identify possible causes of the problem.

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To trend levels of customer satisfaction between annual (periodic) surveys.
B) To assess satisfaction levels with all help desk services.
C) To evaluate overall satisfaction levels with products.
D) To measure the quality of a single interaction.

3. What is used to set customer expectations? (Choose 1)

A) Work flow procedures.
B) Standard operating procedures.
C) Root cause processes.
D) Service level agreements.

4. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team has insufficient time allocated for team activities.
C) The team has multiple locations.
D) The team has clear objectives.
E) The team lacks management support.

5. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Listen to them, document all the details, and ensure that it is followed up.
B) Apologise, thank them for calling and close the call.
C) Explain why their problem happened in the first place.
D) Tell them that the group at fault for the complaint they made will contact them.

Solutions: