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HDI Help Desk Analyst (HDA) Sample Questions:

1. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Ask the customer where he resides
B) Explain to the customer what you just did
C) Explain how the help desk benefits the customer
D) Ask the customer if he is married

2. Which two are effective techniques for dealing with stress? (Choose two.)

A) Set realistic goals/objectives
B) Exercise and observe good nutrition practices
C) Take long breaks
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

3. Which statement best describes logical problem solving?

A) Finding a workaround in the shortest possible time
B) Organizing a problem into a series of rational, orderly steps
C) A reactive process
D) Applying a project management approach

4. Which topologies are used to provide interconnectivity between networks?

A) TCP/IP, UNIX, and IPX/SPX
B) T-1s, ISDN, and Mainframe
C) Ethernet, Fiber Optic, and Token Ring
D) RS-232, Analogue, and Voice

5. What does the abbreviation CTI stand for?

A) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
B) Computer Telephony Integration
C) Calls, Telephones, and Internet
D) Customer Telephone Interface

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