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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which two are techniques for communicating cross culturally? (Choose two)

A) Speak carefully and loudly.
B) Ask lots of questions to check your understanding, even if it means interrupting them.
C) Tell the customer you are having some difficulty in understanding them.
D) Slow the pace at which you speak.

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) Tell the customer you will send him a user manual.
C) Ask the customer to email you instead.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

3. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Give the customer something to do.
C) Use the same terminology as the customer.
D) Clearly document the situation and the steps taken.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer LAN connected?
B) Can anyone else print to the printer?
C) What application are you trying to print from?
D) Is your printer networked?

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

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

Solutions: