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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) Voice mail
B) Broadcast messaging
C) E-mail
D) Short text messaging

2. What should you do to assess A customer level of knowledge?

A) Ask closed questions
B) Ask open questions
C) Assume the customer has a basic level of knowledge
D) Provide more detailed explanations

3. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have exhausted all your available resources
B) When the customer requests it
C) When the service level agreement (SLA) requires it
D) When you have little or no experience with the problem

4. What are three important attributes of high-quality leaders? (Choose three.)

A) They encourage interest and curiosity among subordinates
B) They stimulate creativity and innovation among subordinates
C) They provide a channel through which problems can be aired
D) They use authority and control to direct the subordinates

5. What are three reasons for providing consistent service? (Choose three.)

A) To instill confidence in your customer
B) To guarantee professionalism
C) To ensure a commitment to excellence
D) To ensure empathy to customer needs

Solutions: