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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Helps customers make better decisions
B) Keeps customers up-to-date on new applications
C) Improves quality and accuracy
D) Results in customers calling less frequently

2. What is deductive reasoning?

A) Reasoning based on experience and intuition
B) Reasoning based on logic and analysis
C) Reasoning based on analysis and experience
D) Reasoning based on intuition and process of elimination

3. Which three are benefits of a call management system? (Choose three.)

A) The analyst is able to view the customers call history
B) The analyst is able to view the customers password information
C) The analyst is able to log the customers problem
D) The analyst is able to view the customers contact information

4. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Assess the technical and business issues and negotiate until you and the customer agree
B) Record the problem as a low severity
C) Refer the customer to the service level agreement (SLA)
D) Reset the customer expectation for low severity problems

5. Which statement about telephone etiquette is true?

A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) It is customary to pick up the telephone between one to three rings
C) Gum chewing is acceptable as long as the customer cannot hear it
D) Eating is okay as long as you obtain the customer's consent

Solutions: