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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Validate the problem statement.
C) Prioritise possible causes of the problem.
D) Identify possible causes of the problem.

3. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It is a useful source of information.
B) It ensures that customers speak only to the help desk personnel.
C) It increases staff levels.
D) It ensures rigid adherence to operational policies.

4. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Designing a flow chart of required components.
C) Installing a knowledge database.
D) Estimating the number of expected calls.

5. Which three facilitate success in any process change? (Choose three)

A) Employee acceptance.
B) Clear objectives.
C) New processes.
D) Management direction.
E) New technology.

Solutions: