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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Ask your team colleagues to concentrate on this problem with you.
B) Develop a multi-functional team to address the situation.
C) Explain to the customer what will happen next.
D) Close the call.

2. What are the two most important characteristics of successful teams? (Choose 2)

A) They are given challenges to meet and are rewarded effectively.
B) They always make all decisions together.
C) They have individual responsibilities to which they work exclusively.
D) There are many different personalities and skills.

3. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Operating system upgrades
C) Application capacity planning
D) Database installation

4. Which three actions should be taken when implementing a change? (Choose three)

A) Designing a change around existing staff capabilities.
B) Testing the change in a controlled environment.
C) Seeking buy-in from stakeholders.
D) Identification of potential risks.

5. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you spoken with the systems administrator?
B) Have you ever had this error before?
C) What is the error code you see?
D) What were the circumstances that led to this situation?

Solutions: