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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Helps customers make better decisions
B) Keeps customers up-to-date on new applications
C) Results in customers calling less frequently
D) Improves quality and accuracy

2. Place the Problem solving steps in order.

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

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

4. What is the key benefit of using a web site for reference?

A) It provides private access
B) It is computer-based
C) It is printable
D) It provides searchable topic fields

5. A customer satisfaction survey is important because it obtains information about_____.

A) Management performance
B) Customer service performance
C) Individual analyst performance
D) The customer base

Solutions: