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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Project confidence
B) Slow the pace
C) Be less time-disciplined
D) Focus on the facts
E) Stay on target

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Inform the other help desk analysts
B) Troubleshoot the problem yourself
C) Call all customers that use the server
D) Wait for customers to call the help desk

4. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Abandon rate
B) Capture rate
C) First call resolution rate
D) Call return rate

5. Which statement about successful team players is true?

A) They desire continued acceptance by the group
B) They encourage member input in decisions
C) They change attitudes to conform to group standards
D) They impose ideas and values on others

Solutions: