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HDI Help Desk Analyst (HDA) Sample Questions:

1. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst closes the call and moves to the next call
B) The analyst calls the customer back to correct the information
C) The analyst calls the customer back and blames the incorrect information on bad documentation
D) The analyst has another analyst call the customer

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is important to put the customer at ease
B) Customers will receive the same level of professionalism
C) The close of a telephone call is as important as the greeting
D) It is an effective way to handle difficult customers

3. 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

4. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Frequently asked questions (FAQs)
B) Knowledge databases
C) Corporate home pages
D) Work/problem ticket request pages

5. 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

Solutions: