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HDI Help Desk Analyst (HDA) Sample Questions:

1. In which three ways can you create a positive image of your organization? (choose three)

A) Display sensitivity to the feelings of your customers
B) Respond to customers in a timely fashion
C) Provide consistent and fair services
D) Follow all call-flow procedures

2. Which technique will best optimize talk time?

A) Analyst uses business language
B) Customer should be prepared to actively listen
C) Analyst asks clarifying questions
D) Analyst adjust to customer pace and competence level

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

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

4. What is the key benefit of a positive work environment?

A) Diversification of skill sets is minimized
B) Management involvement is separated from individual involvement
C) The need for recognition of individual effort is minimized
D) Rapport among team members is increased

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

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

Solutions: