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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which three facilitate success in any process change? (Choose three)

A) New processes.
B) Employee acceptance.
C) New technology.
D) Management direction.
E) Clear objectives.

3. What are the two most important characteristics of successful teams? (Choose 2)

A) They have individual responsibilities to which they work exclusively.
B) They always make all decisions together.
C) There are many different personalities and skills.
D) They are given challenges to meet and are rewarded effectively.

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

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

5. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

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