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HDI Qualified Help Desk Senior Analyst Sample Questions:
1. Which are the two most important qualities required for effective leadership? (Choose two)
A) the demonstration of and support for fairness.
B) the ability to exert absolute authority at all times.
C) the avoidance of arguments within the group.
D) the ability to encourage accountability and ownership.
2. What are the three most important benefits to the customer of following help desk procedures? (Choose three)
A) Faster, more efficient service.
B) Customers assign the priority.
C) Fair and consistent treatment.
D) Traceability of help desk actions and activities.
3. What are two key reasons that can cause a team to fail? (Choose two)
A) The team has multiple locations.
B) The team has insufficient time allocated for team activities.
C) The team lacks management support.
D) The team is cross-functional.
E) The team has clear objectives.
4. Which three of the following items does a critical thinker apply? (Choose three)
A) Organisation of a problem into a series of logical, orderly steps.
B) Rapid resolutions for all problems.
C) Recognition that ultimate authority rests with reason and evidence.
D) Logical problem solving.
5. What are the three most common reasons for having policies for data security? (Choose three)
A) The on-going viability of business operations.
B) The ever-present potential for disaster.
C) The danger of theft, vandalism, or hacking.
D) The danger of users changing a hardware configuration.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,C,D | Question # 3 Answer: B,C | Question # 4 Answer: A,C,D | Question # 5 Answer: A,B,C |



