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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

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

2. Which three actions should be taken when implementing a change? (Choose three)

A) Designing a change around existing staff capabilities.
B) Identification of potential risks.
C) Seeking buy-in from stakeholders.
D) Testing the change in a controlled environment.

3. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A) A sycophantic approach.
B) A synergistic approach.
C) A deductive approach.
D) An inductive approach.

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

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

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

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

Solutions: