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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three of the following items does a critical thinker apply? (Choose three)

A) Rapid resolutions for all problems.
B) Logical problem solving.
C) Organisation of a problem into a series of logical, orderly steps.
D) Recognition that ultimate authority rests with reason and evidence.

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

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

3. What are three advantages of performing system backups? (Choose three)

A) It saves time for the organisation.
B) It provides ease of access to systems.
C) It protects the integrity of data.
D) It protects the integrity of files.
E) It assists the organisation recover following a disaster.

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

5. Which three actions should be taken when implementing a change? (Choose three)

A) Designing a change around existing staff capabilities.
B) Identification of potential risks.
C) Seeking buy-in from stakeholders.
D) Testing the change in a controlled environment.

Solutions: