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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They bite their fingernails.
B) They seem tense and often have white knuckles.
C) They have a new wardrobe of clothes.
D) They often seem short of breath.
E) They have a pallid complexion.

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

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

3. Which is a technique used in paraphrasing? (Choose 1)

A) Using synonyms.
B) Using the passive voice.
C) Using complex sentence patterns.
D) Using parroting.

4. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

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

5. Which three activities are characteristic of critical thinkers? (Choose three)

A) To improve.
B) To redesign.
C) To remodel.
D) To implement.

Solutions: