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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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 management structure of information flow, processes, and systems that are controlled by the help desk.
C) 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.
D) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

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

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

3. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective discouragement of humour.
B) Effective demands for respect for your expertise.
C) Effective facilitation.
D) Effective highlighting of individual shortcomings.
E) Effective meeting management.

4. What are three key advantages of outsourcing? (Choose three)

A) Reduced cost for provision of support.
B) Fewer resource requirements.
C) Lower capital outlay.
D) Increased profitability.
E) Decreased responsibility for customer satisfaction.

5. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to encourage accountability and ownership.
B) the demonstration of and support for fairness.
C) the avoidance of arguments within the group.
D) the ability to exert absolute authority at all times.

Solutions: