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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Incident logging system.
B) Public Branch Exchange (PBX).
C) Knowledge management system.
D) Screen pop.

2. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) The security gates for the building.
B) One of the hubs on the network.
C) One of the routers on the network.
D) The secure access gate into the help desk.

3. What are three key advantages of outsourcing? (Choose three)

A) Reduced cost for provision of support.
B) Increased profitability.
C) Fewer resource requirements.
D) Lower capital outlay.
E) Decreased responsibility for customer satisfaction.

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

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

5. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Problems are assigned to the most knowledgeable person available.
B) Priorities are assigned consistently.
C) Service levels are based on impact to the business.
D) Everyone gets the same level of service.

Solutions: