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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. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Provide an audit trail of activities
C) Measures frequency of calls
D) Allows ticket monitoring

3. 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

4. What two considerations need to be made when sharing workspace? (Choose two.)

A) Maintain a clean environment
B) Share only with persons with similar likes/dislikes
C) None, each person needs to take care of it themselves
D) Discretion and courtesy when decorating

5. A customer satisfaction survey is important because it obtains information about_____.

A) The customer base
B) Management performance
C) Customer service performance
D) Individual analyst performance

Solutions: