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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

2. What are the two most important purposes of an annual survey? (Choose two)

A) To assess IT technical support.
B) To evaluate overall satisfaction levels.
C) To identify changes customers feel are valuable.
D) To measure changes in products and services from the previous year.

3. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Agree with everything everyone says.
B) Take exclusive responsibility for projects.
C) Participate in and encourage communication.
D) Demonstrate individual responsibility.

4. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Computer telephony integration (CTI).
C) Cost implications.
D) Storage/space capacities.

5. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A) Call logging system.
B) Interactive Voice Response.
C) Web server.
D) Telephony system.

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