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HDI Qualified Help Desk Senior Analyst Sample Questions:
1. Which three actions should be taken when implementing a change? (Choose three)
A) Testing the change in a controlled environment.
B) Seeking buy-in from stakeholders.
C) Designing a change around existing staff capabilities.
D) Identification of potential risks.
2. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)
A) Incident logging system.
B) Public Branch Exchange (PBX).
C) Knowledge management system.
D) Screen pop.
3. What is used to set customer expectations? (Choose 1)
A) Work flow procedures.
B) Service level agreements.
C) Standard operating procedures.
D) Root cause processes.
4. What is the best description of multi-tasking? (Choose 1)
A) Delegating all responsibility along with all tasks.
B) Completing one job before starting the next one.
C) Being capable of handling a variety of problems at the same time.
D) Starting tasks and handing them to subordinates to complete.
5. What are the two most important requirements for ensuring successful change management? (Choose 2)
A) IT approved changes.
B) Change management authorisation and approval.
C) Meeting ISO9000 documentation standards
D) Buy-in of affected stakeholders.
E) Administrative staff support.
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: A,B,C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B,D |



