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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which two business needs must be considered when allocating priorities? (Choose two)

A) The impact on the business.
B) Service level agreement commitments.
C) The customers location.
D) The customers status.

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

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

4. What are three characteristics of effective leaders? (Choose three)

A) They are able to execute plans.
B) They practice and encourage fairness.
C) They delegate responsibility effectively.
D) They closely monitor the team.

5. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Demonstrate individual responsibility.
B) Agree with everything everyone says.
C) Participate in and encourage communication.
D) Take exclusive responsibility for projects.

Solutions: