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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the department that they are using illegal software.
B) Notify their manager of the suspected violation.
C) Notify the software vendor's local office.
D) Notify FAST (Federation Against Software Theft).

2. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer LAN connected?
B) Is your printer networked?
C) Can anyone else print to the printer?
D) What application are you trying to print from?

3. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Delegating all responsibility along with all tasks.
C) Completing one job before starting the next one.
D) Starting tasks and handing them to subordinates to complete.

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

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

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

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

Solutions: