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HDI Help Desk Analyst (HDA) Sample Questions:

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

2. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) Low superior-to-subordinate interaction
B) Low employee turnover
C) Low turnover rate between organisations
D) High employee morale

3. Why are customer satisfaction surveys important?

A) They reveal what abandon rate is acceptable
B) They reveal how the help desk is perceived by the customer
C) They determine what level of support the customer is receiving
D) They determine the percentage of first call resolution (FCR)

4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Inform the customer that the product is not supported
B) Develop alternatives
C) Apologies for not being able to assist the customer
D) Determine what the real need is

5. In which three ways can you create a positive image of your organization? (choose three)

A) Provide consistent and fair services
B) Display sensitivity to the feelings of your customers
C) Respond to customers in a timely fashion
D) Follow all call-flow procedures

Solutions: