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HDI Qualified Help Desk Senior Analyst Sample Questions:
1. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)
A) Let me research this, I will call you back as soon as I have a resolution.
B) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
C) Allow me to check this further, I will call you at 10:00 with an update.
D) I have the information. I will get back to you as soon as possible.
2. 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 if there is someone else who speaks your language more fluently who could assist.
B) Ask the customer to email you instead.
C) Tell the customer you will send him a user manual.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
3. 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) Logical problem solving.
C) Rapid resolutions for all problems.
D) Recognition that ultimate authority rests with reason and evidence.
4. What are the three most common reasons for having policies for data security? (Choose three)
A) The danger of theft, vandalism, or hacking.
B) The ever-present potential for disaster.
C) The on-going viability of business operations.
D) The danger of users changing a hardware configuration.
5. Which two are techniques for communicating cross culturally? (Choose two)
A) Ask lots of questions to check your understanding, even if it means interrupting them.
B) Slow the pace at which you speak.
C) Speak carefully and loudly.
D) Tell the customer you are having some difficulty in understanding them.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A,B,D | Question # 4 Answer: A,B,C | Question # 5 Answer: B,D |
