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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three basic components of Computer Telephony Integration? (Choose three)

A) Service Level Agreements.
B) Interactive Voice Response.
C) Automatic Call Distributor.
D) Integration Server

2. A cross-functional team _____. (Choose 1)

A) Exists when members of a project team allow scope creep to divert the efforts of the team.
B) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
C) Utilises individuals from multiple groups to maintain an all-round view of a project.
D) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

3. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of expected calls.
B) Estimating the number of required help desk personnel.
C) Designing a flow chart of required components.
D) Installing a knowledge database.

4. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in cross-functional teams.
B) Involvement in Project management.
C) Participation in company-wide events and initiatives.
D) Active Networking.

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

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

Solutions: