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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a common method used to analyse measurements? (Choose 1)

A) Service level agreements.
B) Trend analysis.
C) Root cause analysis.
D) Current state assessment.

2. What are the two most important requirements for ensuring successful change management? (Choose 2)

A) Administrative staff support.
B) IT approved changes.
C) Change management authorisation and approval.
D) Meeting ISO9000 documentation standards
E) Buy-in of affected stakeholders.

3. Which are two characteristics of active listeners? (Choose two)

A) They restate/paraphrase to ensure understanding.
B) They know the process for escalating a problem.
C) They understand that evidence and reasoning are critical.
D) They acknowledge the customer.

4. 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.

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

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

Solutions: