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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three are examples of common network components? (Choose 3)

A) Hubs.
B) Domain Name Servers.
C) Token Ring.
D) Routers.

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What is the error code you see?
B) Have you ever had this error before?
C) What were the circumstances that led to this situation?
D) Have you spoken with the systems administrator?

3. What are the three most common reasons for having policies for data security? (Choose three)

A) The on-going viability of business operations.
B) The ever-present potential for disaster.
C) The danger of users changing a hardware configuration.
D) The danger of theft, vandalism, or hacking.

4. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Knowledge management system.
B) Screen pop.
C) Public Branch Exchange (PBX).
D) Incident logging system.

5. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to exert absolute authority at all times.
B) the demonstration of and support for fairness.
C) the ability to encourage accountability and ownership.
D) the avoidance of arguments within the group.

Solutions: