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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you will send him a user manual.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Ask the customer to email you instead.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.

2. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Call logging system.
B) Web server.
C) Interactive Voice Response.
D) Telephony system.

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

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

4. What is the best definition of a mission statement? (Choose 1)

A) It is a description of the Service Desks /Help Desks marketing and sales strategies.
B) It is a description of the Service Desks /Help Desks means of producing revenue.
C) It is a description of the Service Desks /Help Desks purpose and reason for existence.
D) It is a description of the Service Desks /Help Desks past financial performance.

5. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned divided by total calls answered x 100.
B) The total number of calls abandoned minus total calls answered x 100.
C) The total number of calls answered minus total calls abandoned x 100.
D) The total number of calls abandoned divided by total number of calls x 100.

Solutions: