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

2. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Explain to the customer what you just did
B) Ask the customer if he is married
C) Ask the customer where he resides
D) Explain how the help desk benefits the customer

3. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You offer more options
B) You rely on the obvious
C) You are open to learning
D) You use the same tools

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

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

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

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

Solutions: