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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are peripheral devices?

A) Devices that are connected to the computer and are internal in relationship to the processing unit
B) Devices that are connected to the computer, but are external in relationships to the processing unit
C) Devices that are connected to the computer and become the processing unit
D) Devices that are connected to the computer, but are neither internal nor external to the processing unit

2. In which two instances is it appropriate to use the customers first name? (choose two)

A) When the customer becomes irate
B) During the initial interaction with the customer
C) During informal communication
D) When you have established a good rapport with the customer

3. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Measures frequency of calls
C) Provide an audit trail of activities
D) Allows ticket monitoring

4. For which three reasons do companies implement security polices? (choose three)

A) Legal mandate
B) Lower costs
C) Corporate responsibility
D) Loss prevention

5. 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

Solutions: