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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the number one goal of support services?

A) To obtain information for any questions that are asked
B) To give technical support to anyone who calls
C) To keep the customer performing at the highest level possible
D) To resolve all calls requiring technical support

2. Which system allows A customer to choose among various options when calling a help desk?

A) Interactive Voice Response (IVR)
B) Optional Response Routing (ORR)
C) Voice Recognition System (VRS)
D) Multiple Option System (MOS)

3. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When your time is limited
B) When you need the customer elaborate
C) When you have exhausted your possibilities
D) When you need to build rapport

4. What is deductive reasoning?

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

5. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Identifies areas out of policy
B) Promotes adherence to policies
C) Justification for not meeting customer expectations
D) Ensures consistent service

Solutions: