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HDI Help Desk Analyst (HDA) Sample Questions:

1. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be agreeable to all customers opinions
B) Be enthusiastic, but natural
C) Be talkative
D) Be efficient
E) Be confident

2. What is a key principle of negotiation with customers?

A) Seek a solution that aligns with support center policies and processes.
B) Focus on the individual rather than on the resolution.
C) Stick to the facts and ignore the customer's emotions
D) Determine the customer's underlying need and seek a mutually beneficial solution.

3. Which three policies assist analysts with managing their time? (Choose three.)

A) Scheduled break times
B) Average talk time expectations
C) Resolved tickets per day
D) Shift start and end times

4. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) High employee morale
B) Low turnover rate between organisations
C) Low employee turnover
D) Low superior-to-subordinate interaction

5. Which three skills should a network administrator's skill set include? (choose three)

A) Run tests on automated internet password reset system
B) Perform loop-back tests
C) Perform PING, Telnet, and trace route tests
D) Conduct remote diagnostics on the network interface card

Solutions: