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HDI Help Desk Analyst (HDA) Sample Questions:

1. Place the network terms that are most related to one another and that provide similar functionality next to each other.

2. 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

3. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Ask the customer if a start button or disk icon appears on the screen
C) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D) Ask the customer if he is the only one who can print to this server

4. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Empathize with the customer
B) Regularly use the customer's first name
C) Raise your voice when asking questions
D) Tell the customer to "snap out of it"

5. What is a benefit of purchasing a knowledge database?

A) It is inexpensive to update
B) It provides comprehensive information on commonly used hardware and software
C) It provides comprehensive information on proprietary applications
D) It is inexpensive to purchase

Solutions: