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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Immediately escalate to management.
B) Log the customers details and take the next call.
C) Reassign (escalate) the call to the appropriate team.
D) Deliver an SLA reminder.

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To measure the quality of a single interaction.
B) To assess satisfaction levels with all help desk services.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To evaluate overall satisfaction levels with products.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer to email you instead.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Ask the customer if there is someone else who speaks your language more fluently who could assist.
D) Tell the customer you will send him a user manual.

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To measure the quality of a single interaction.
B) To assess satisfaction levels with all help desk services.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To evaluate overall satisfaction levels with products.

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

Solutions: