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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
C) Customers report that they cannot receive credit card payments due to network connectivity loss
D) Fifteen database developers have no network connectivity in their area of the building or floor

2. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Measure performance of individual analysts at the help desk
B) Identify changes to products, services and processes
C) Determine management bonuses
D) Evaluate customer satisfaction with products, services and personnel

3. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Escalate the problem
B) Ask a peer
C) Suggest that the customer ask a peer
D) Use reference documentation

4. 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

5. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Wait and see if the customer calls back
B) Instruct another analyst to conduct follow-up
C) Notify you manager of the situation
D) E-mail an apology to the customer

Solutions: