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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three actions should be taken when implementing a change? (Choose three)

A) Identification of potential risks.
B) Seeking buy-in from stakeholders.
C) Testing the change in a controlled environment.
D) Designing a change around existing staff capabilities.

2. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Review the software with the customer user group.
B) Work with IT to implement the software.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Download the software and prototype with the help desk.

3. 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.

4. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the abandonment rate.
B) The longer the ASA, the higher the abandonment rate.
C) The longer the ASA, the higher the probability customers will solve their own problems.
D) The shorter the ASA, the higher the probability customers will solve their own problems.

5. What are the three most likely disadvantages of cross-functional teams? (Choose three)

A) They may hinder interdepartmental rapport.
B) They may be time consuming.
C) They may pull staff away from their normal duties.
D) Departmental managers may lose control.

Solutions: