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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What is used to set customer expectations? (Choose 1)

A) Root cause processes.
B) Service level agreements.
C) Work flow procedures.
D) Standard operating procedures.

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

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

4. Which are two characteristics of active listeners? (Choose two)

A) They avoid using verbal attends.
B) They use the customer's name.
C) They listen for, and recognise, emotion words.
D) They demonstrate sympathy.

5. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
B) Let me research this, I will call you back as soon as I have a resolution.
C) Allow me to check this further, I will call you at 10:00 with an update.
D) I have the information. I will get back to you as soon as possible.

Solutions: