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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Asking questions in a free-form manner.
C) Identifying what happened vs. what was expected.
D) Using open questions to get customers to talk.

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

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

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

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

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

5. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Knowledge management system.
B) Incident logging system.
C) Public Branch Exchange (PBX).
D) Screen pop.

Solutions: