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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Treatment of others in your organization as if they were your customer
C) Shared management responsibilities
D) Shared information between departments within your organization

2. 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

3. Which technique will best optimize talk time?

A) Customer should be prepared to actively listen
B) Analyst asks clarifying questions
C) Analyst uses business language
D) Analyst adjust to customer pace and competence level

4. What is a key benefit of establishing effective inter-departmental relationship?

A) Management involvement is separate from individual involvement
B) Rapport among organization members is established
C) Diversity of skill sets is minimized
D) Recognition of individual department efforts is not required

5. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Repeat back to the customer what you thought you heard
B) Begin troubleshooting
C) Transfer the call to a more experienced analyst
D) Ask the customer to repeat the problem back to you

Solutions: