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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Computer telephony integration (CTI).
B) Cost implications.
C) Location.
D) Storage/space capacities.

2. Which two business needs must be considered when allocating priorities? (Choose two)

A) The impact on the business.
B) The customers location.
C) Service level agreement commitments.
D) The customers status.

3. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Delegating all responsibility along with all tasks.
C) Starting tasks and handing them to subordinates to complete.
D) Completing one job before starting the next one.

4. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The basic architecture of a help desk and its systems that determine how it functions.
B) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
C) The management structure of information flow, processes, and systems that are controlled by the help desk.
D) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.

5. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The budget available for new equipment.
B) The functionality advertised with the most popular systems.
C) The expected call volume.
D) The number of expected help desk personnel.

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