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HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A) Involvement in Project management.
B) Involvement in cross-functional teams.
C) Active Networking.
D) Participation in company-wide events and initiatives.
2. Which three actions should be taken when implementing a change? (Choose three)
A) Identification of potential risks.
B) Testing the change in a controlled environment.
C) Designing a change around existing staff capabilities.
D) Seeking buy-in from stakeholders.
3. What are three characteristics of effective leaders? (Choose three)
A) They delegate responsibility effectively.
B) They are able to execute plans.
C) They closely monitor the team.
D) They practice and encourage fairness.
4. What is unstructured information gathering? (Choose 1)
A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.
5. What is the first step of the incident management process? (Choose 1)
A) Drive problem acceptance.
B) Communicate completion.
C) Acknowledge and set expectations.
D) Receive customer request.
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: A,B,D | Question # 3 Answer: A,B,D | Question # 4 Answer: C | Question # 5 Answer: D |
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