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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Slow the pace at which you speak.

2. What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A) The total number of calls abandoned divided by total number of calls x 100.
B) The total number of calls answered minus total calls abandoned x 100.
C) The total number of calls abandoned divided by total calls answered x 100.
D) The total number of calls abandoned minus total calls answered x 100.

3. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Operating system upgrades
C) Database installation
D) Application capacity planning

4. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D) Using a confident tone, tell the customer that you are unable to help them until tomorrow.

5. What are three basic components of Computer Telephony Integration? (Choose three)

A) Integration Server
B) Service Level Agreements.
C) Automatic Call Distributor.
D) Interactive Voice Response.

Solutions: