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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Computer telephony integration (CTI).
C) Storage/space capacities.
D) Cost implications.

2. What are the three most likely disadvantages of cross-functional teams? (Choose three)

A) Departmental managers may lose control.
B) They may pull staff away from their normal duties.
C) They may hinder interdepartmental rapport.
D) They may be time consuming.

3. What is a common method used to analyse measurements? (Choose 1)

A) Service level agreements.
B) Current state assessment.
C) Trend analysis.
D) Root cause analysis.

4. What is unstructured information gathering? (Choose 1)

A) Using open questions to get customers to talk.
B) Not using acronyms and speaking at the customer's level.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.

5. What are two disadvantages of self-help technology? (Choose two)

A) There can be a loss of personalised service.
B) It requires regular maintenance.
C) It decreases customer dependency on the help desk.
D) It does not fully utilise support resources.

Solutions: