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

2. What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A) Faster, more efficient service.
B) Fair and consistent treatment.
C) Traceability of help desk actions and activities.
D) Customers assign the priority.

3. What is the first step of the incident management process? (Choose 1)

A) Communicate completion.
B) Acknowledge and set expectations.
C) Drive problem acceptance.
D) Receive customer request.

4. Which are the two most important qualities required for effective leadership? (Choose two)

A) the demonstration of and support for fairness.
B) the avoidance of arguments within the group.
C) the ability to exert absolute authority at all times.
D) the ability to encourage accountability and ownership.

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

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

Solutions: