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HDI Help Desk Analyst (HDA) Sample Questions:

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

2. Which three policies assist analysts with managing their time? (Choose three.)

A) Average talk time expectations
B) Shift start and end times
C) Scheduled break times
D) Resolved tickets per day

3. What is the most commonly used technology in the support center?

A) Telephony
B) Self-help
C) Remote control
D) E-mail

4. What is a key benefit of establishing effective inter-departmental relationship?

A) Management involvement is separate from individual involvement
B) Rapport among organization members is established
C) Recognition of individual department efforts is not required
D) Diversity of skill sets is minimized

5. Which three approached help create a positive business reputation? (Choose three.)

A) Try to have a positive and memorable effect on every person you communicate with each day
B) Have a good attitude and never speak negatively about you organization
C) When you hear complaints about your organization, change the subject
D) See what you can do to assist any co-worker who is unhappy or experiencing problems

Solutions: