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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are effective techniques for dealing with stress? (Choose two.)

A) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
B) Set realistic goals/objectives
C) Exercise and observe good nutrition practices
D) Take long breaks

2. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst has another analyst call the customer
B) The analyst calls the customer back and blames the incorrect information on bad documentation
C) The analyst calls the customer back to correct the information
D) The analyst closes the call and moves to the next call

3. What is the most commonly used technology in the support center?

A) Self-help
B) Telephony
C) E-mail
D) Remote control

4. What is a benefit of purchasing a knowledge database?

A) It provides comprehensive information on commonly used hardware and software
B) It provides comprehensive information on proprietary applications
C) It is inexpensive to purchase
D) It is inexpensive to update

5. Which statement about telephone etiquette is true?

A) It is customary to pick up the telephone between one to three rings
B) Gum chewing is acceptable as long as the customer cannot hear it
C) Eating is okay as long as you obtain the customer's consent
D) :Please hold" is an appropriate way to answer the telephone when you are busy

Solutions: