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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Structured information gathering.
B) Unstructured information gathering.
C) Root cause discussions.
D) Logical analysis.

2. What is a purpose of self-help technology? (Choose 1)

A) To maintain customers reliance on the help desk.
B) To help build rapport between support staff and customers.
C) To help make best use of available staff.
D) To encourage a higher call volume.

3. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Advise the customer that speaking to you instead will provide a faster service than if they waited.
B) Tell the customer the analyst is busy on a project, but they can hold on if they like.
C) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
D) Assure the customer that you are competent and can handle their call just as well as your colleague.

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

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

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

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

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