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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the most commonly used technology in the support center?

A) Self-help
B) Telephony
C) Remote control
D) E-mail

2. Place the network terms that are most related to one another and that provide similar functionality next to each other.

3. Which statement best describes communication within a positive work environment?

A) Managers are responsible for initiating vertical communication
B) E-mail and automate communications mediums are used extensively
C) Communication among all members of the organization is maximized
D) Peer-to -peer communication works best within the department

4. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They determine the percentage of first call resolution (FCR)
C) They reveal what abandon rate is acceptable
D) They reveal how the help desk is perceived by the customer

5. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Be less time-disciplined
B) Stay on target
C) Slow the pace
D) Project confidence
E) Focus on the facts

Solutions: