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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Why is it important to record and analyse customer complaints? (Choose 1)

A) To gain insight into customer perceptions.
B) To prove that other IT groups are meeting customer expectations.
C) To identify customers who are never satisfied.
D) To demonstrate that customers are not aware of service level agreements.

2. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Computer telephony integration (CTI).
C) Storage/space capacities.
D) Cost implications.

3. What is a common method used to analyse measurements? (Choose 1)

A) Service level agreements.
B) Root cause analysis.
C) Trend analysis.
D) Current state assessment.

4. What is the best description of a business case? (Choose 1)

A) A proposal for improvements to current business processes.
B) A shared business knowledge database.
C) A briefcase.
D) An analysis of help desk activities.

5. 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 ensures rigid adherence to operational policies.
C) It increases staff levels.
D) It is a useful source of information.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A,C,D

Question # 3 Answer: C

Question # 4 Answer: A

Question # 5 Answer: D