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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

2. What is the best definition of a mission statement? (Choose 1)

A) It is a description of the Service Desks /Help Desks past financial performance.
B) It is a description of the Service Desks /Help Desks purpose and reason for existence.
C) It is a description of the Service Desks /Help Desks means of producing revenue.
D) It is a description of the Service Desks /Help Desks marketing and sales strategies.

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

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

4. What are three advantages of performing system backups? (Choose three)

A) It saves time for the organisation.
B) It provides ease of access to systems.
C) It protects the integrity of files.
D) It assists the organisation recover following a disaster.
E) It protects the integrity of data.

5. What are the two most important characteristics of successful teams? (Choose 2)

A) They always make all decisions together.
B) They have individual responsibilities to which they work exclusively.
C) There are many different personalities and skills.
D) They are given challenges to meet and are rewarded effectively.

Solutions: