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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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 where he resides
C) Ask the customer if he is married
D) Explain how the help desk benefits the customer

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

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

3. 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

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

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

5. Which approach is preferable when responding to A customer?

A) Use industry terminology to educate the customer
B) Use the simplest terminology that is understood by all levels of knowledge
C) Use acronyms that are commonly used in the industry
D) Use vocabulary to match the customer's level of knowledge

Solutions: