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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Critical thinking.
B) Inductive reasoning.
C) Deductive reasoning.
D) Creative thinking.

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

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

3. Which two business needs must be considered when allocating priorities? (Choose two)

A) The impact on the business.
B) The customers location.
C) Service level agreement commitments.
D) The customers status.

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

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

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

Solutions: