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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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 acknowledge the customer.
D) They understand that evidence and reasoning are critical.

2. Which situation is typically addressed by a system administrator? (Choose 1)

A) Poor database performance.
B) Network outages.
C) Quality monitoring corruption.
D) Restoration of system backup files.

3. What are two disadvantages of self-help technology? (Choose two)

A) It requires regular maintenance.
B) It decreases customer dependency on the help desk.
C) There can be a loss of personalised service.
D) It does not fully utilise support resources.

4. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Listen to them, document all the details, and ensure that it is followed up.
B) Explain why their problem happened in the first place.
C) Tell them that the group at fault for the complaint they made will contact them.
D) Apologise, thank them for calling and close the call.

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

Solutions: