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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the abandonment rate.
B) The shorter the ASA, the higher the probability customers will solve their own problems.
C) The longer the ASA, the higher the abandonment rate.
D) The longer the ASA, the higher the probability customers will solve their own problems.

2. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It can be impersonal.
B) It provides consistent responses to regular questions.
C) It is available 24/7.
D) It requires minimal maintenance.
E) It can be expensive to implement and maintain.
F) It enables customers to help themselves.

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

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

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To measure the quality of a single interaction.
B) To assess satisfaction levels with all help desk services.
C) To evaluate overall satisfaction levels with products.
D) To trend levels of customer satisfaction between annual (periodic) surveys.

5. 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) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer to email you instead.
C) Ask the customer if there is someone else who speaks your language more fluently who could assist.
D) Tell the customer you will send him a user manual.

Solutions: