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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the three most likely disadvantages of cross-functional teams? (Choose three)

A) They may be time consuming.
B) They may pull staff away from their normal duties.
C) Departmental managers may lose control.
D) They may hinder interdepartmental rapport.

2. Which are two characteristics of active listeners? (Choose two)

A) They know the process for escalating a problem.
B) They restate/paraphrase to ensure understanding.
C) They understand that evidence and reasoning are critical.
D) They acknowledge the customer.

3. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Validate the problem statement.
B) Identify customer assumptions.
C) Prioritise possible causes of the problem.
D) Identify possible causes of the problem.

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

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

5. Which is the best example of a problem statement? (Choose 1)

A) During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
B) An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
C) A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
D) The application is not meeting customer expectations. They are writing to the IT manager to complain.

Solutions: