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

2. Companies typically restrict access to which three types of data? (Choose three.)

A) Personnel records
B) Proprietary information
C) Office location
D) Payroll information

3. Which three techniques describe basic creative thinking? (choose three)

A) Looking beyond the evident
B) Changing your perspective
C) Developing alternatives
D) Talking the complex approach

4. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When you need to build rapport
B) When your time is limited
C) When you need the customer elaborate
D) When you have exhausted your possibilities

5. What is the number one goal of support services?

A) To obtain information for any questions that are asked
B) To resolve all calls requiring technical support
C) To keep the customer performing at the highest level possible
D) To give technical support to anyone who calls

Solutions: