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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which is a technique used in paraphrasing? (Choose 1)

A) Using synonyms.
B) Using the passive voice.
C) Using complex sentence patterns.
D) Using parroting.

2. What is a principle of structured information gathering? (Choose 1)

A) Asking questions using a logical, methodical approach.
B) Asking questions in a free-form manner.
C) Asking questions in a predetermined sequence.
D) Asking questions in a practiced manner.

3. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Participation in company-wide events and initiatives.
B) Involvement in Project management.
C) Involvement in cross-functional teams.
D) Active Networking.

4. What are three advantages of performing system backups? (Choose three)

A) It saves time for the organisation.
B) It assists the organisation recover following a disaster.
C) It provides ease of access to systems.
D) It protects the integrity of files.
E) It protects the integrity of data.

5. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) The security gates for the building.
B) One of the hubs on the network.
C) One of the routers on the network.
D) The secure access gate into the help desk.

Solutions: