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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The basic architecture of a help desk and its systems that determine how it functions.
B) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
C) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
D) The management structure of information flow, processes, and systems that are controlled by the help desk.

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

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

3. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Computer telephony integration (CTI).
B) Location.
C) Storage/space capacities.
D) Cost implications.

4. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A) A synergistic approach.
B) A deductive approach.
C) A sycophantic approach.
D) An inductive approach.

5. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Approval from Health and Safety.
B) Monthly statistics.
C) Finance details.
D) A process to activate the plan.
E) Personnel identification and training.

Solutions: