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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two key benefits of self help technology? (Choose 2)

A) It reduces the need for technical support staff.
B) It educates customers.
C) It reduces calls in to the help desk.
D) It allows for longer wrap-up time.

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

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

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

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

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

5. What is a purpose of self-help technology? (Choose 1)

A) To encourage a higher call volume.
B) To help build rapport between support staff and customers.
C) To help make best use of available staff.
D) To maintain customers reliance on the help desk.

Solutions: