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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of multi-tasking? (Choose 1)

A) Delegating all responsibility along with all tasks.
B) Being capable of handling a variety of problems at the same time.
C) Starting tasks and handing them to subordinates to complete.
D) Completing one job before starting the next one.

2. What are two disadvantages of self-help technology? (Choose two)

A) There can be a loss of personalised service.
B) It does not fully utilise support resources.
C) It decreases customer dependency on the help desk.
D) It requires regular maintenance.

3. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Installing a knowledge database.
C) Designing a flow chart of required components.
D) Estimating the number of expected calls.

4. What are the three most common self-help technologies? (Choose three)

A) Application online help systems.
B) Fax-back systems.
C) Frequently Asked Questions.
D) Call logging systems.

5. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It can be impersonal.
B) It provides consistent responses to regular questions.
C) It enables customers to help themselves.
D) It can be expensive to implement and maintain.
E) It requires minimal maintenance.
F) It is available 24/7.

Solutions:

Question # 1 Answer: B

Question # 2 Answer: A,D

Question # 3 Answer: A,C,D

Question # 4 Answer: A,B,C

Question # 5 Answer: A,B,C,F