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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Evaluate customer satisfaction with products, services and personnel
B) Identify changes to products, services and processes
C) Measure performance of individual analysts at the help desk
D) Determine management bonuses

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) Customers will receive the same level of professionalism
B) The close of a telephone call is as important as the greeting
C) It is an effective way to handle difficult customers
D) It is important to put the customer at ease

3. Which three policies assist analysts with managing their time? (Choose three.)

A) Shift start and end times
B) Scheduled break times
C) Resolved tickets per day
D) Average talk time expectations

4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Apologies for not being able to assist the customer
B) Determine what the real need is
C) Develop alternatives
D) Inform the customer that the product is not supported

5. Which three media can be used to conduct surveys? (Choose three.)

A) Personal interviews
B) The Internet
C) A suggestion box
D) E-mail

Solutions: