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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Open questions
B) Closed questions
C) Self-help systems
D) Paraphrasing

2. 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) Improves quality and accuracy
D) Results in customers calling less frequently

3. Which two characterize a successful negotiator? (Choose two.)

A) Viewed as a problem solver
B) Focuses on the best solution
C) Presents a plan of how to get the solution
D) Steps to the customers side for understanding

4. What are peripheral devices?

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

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

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

Solutions: