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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They have a new wardrobe of clothes.
C) They bite their fingernails.
D) They seem tense and often have white knuckles.
E) They have a pallid complexion.

3. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

4. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It ensures rigid adherence to operational policies.
B) It increases staff levels.
C) It ensures that customers speak only to the help desk personnel.
D) It is a useful source of information.

5. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

Solutions: