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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my manager is not available at the moment. May I get her to call you back?
B) It would be easier to resolve this call if you calm down.
C) I am sorry, but my supervisor does not handle these situations, I can assist you.
D) I appreciate your frustration with this; I have experienced this same problem many times.

2. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Logical analysis.
B) Structured information gathering.
C) Unstructured information gathering.
D) Root cause discussions.

3. What are three characteristics of effective leaders? (Choose three)

A) They practice and encourage fairness.
B) They closely monitor the team.
C) They delegate responsibility effectively.
D) They are able to execute plans.

4. Which two are techniques for communicating cross culturally? (Choose two)

A) Tell the customer you are having some difficulty in understanding them.
B) Slow the pace at which you speak.
C) Ask lots of questions to check your understanding, even if it means interrupting them.
D) Speak carefully and loudly.

5. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The longer the ASA, the higher the probability customers will solve their own problems.
B) The longer the ASA, the higher the abandonment rate.
C) The shorter the ASA, the higher the probability customers will solve their own problems.
D) The shorter the ASA, the higher the abandonment rate.

Solutions: