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HDI Help Desk Analyst (HDA) Sample Questions:

1. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst closes the call and moves to the next call
B) The analyst has another analyst call the customer
C) The analyst calls the customer back to correct the information
D) The analyst calls the customer back and blames the incorrect information on bad documentation

2. Which two techniques are used to match a caller's style? (Choose two.)

A) Style
B) Paraphrasing
C) Vocabulary
D) Restating

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Inform the other help desk analysts
B) Wait for customers to call the help desk
C) Troubleshoot the problem yourself
D) Call all customers that use the server

4. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify industry piracy association
B) Do nothing, everyone already knows
C) Notify software vendor
D) Notify IT/legal/security departments

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

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

Solutions: