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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They restate/paraphrase to ensure understanding.
B) They know the process for escalating a problem.
C) They understand that evidence and reasoning are critical.
D) They acknowledge the customer.

2. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the software vendor's local office.
B) Notify FAST (Federation Against Software Theft).
C) Notify their manager of the suspected violation.
D) Notify the department that they are using illegal software.

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

4. Which two business needs must be considered when allocating priorities? (Choose two)

A) The impact on the business.
B) Service level agreement commitments.
C) The customers location.
D) The customers status.

5. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Personnel identification and training.
B) A process to activate the plan.
C) Approval from Health and Safety.
D) Monthly statistics.
E) Finance details.

Solutions: