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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) Low superior-subordinate interaction
B) High employee morale
C) Low employee morale
D) High adherence to policies

2. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Ask a peer
B) Escalate the problem
C) Use reference documentation
D) Suggest that the customer ask a peer

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

4. Place the Problem solving steps in order.

5. What is a key benefit of a knowledge-base system?

A) Increase call volume
B) Requires lower maintance
C) Saves time and money
D) Decreases network traffic

Solutions: