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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective meeting management.
B) Effective facilitation.
C) Effective highlighting of individual shortcomings.
D) Effective demands for respect for your expertise.
E) Effective discouragement of humour.

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

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

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) Designing a flow chart of required components.
C) Installing a knowledge database.
D) Estimating the number of expected calls.

4. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A) A synergistic approach.
B) An inductive approach.
C) A sycophantic approach.
D) A deductive approach.

5. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in cross-functional teams.
B) Participation in company-wide events and initiatives.
C) Involvement in Project management.
D) Active Networking.

Solutions: