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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the primary purpose of an on-going (event) survey?

A) Evaluate customer satisfaction with products, services, and personnel
B) Trend customer satisfaction between annual surveys
C) Measure individual analyst performance
D) Determine employee bonuses

2. Which system allows A customer to choose among various options when calling a help desk?

A) Voice Recognition System (VRS)
B) Interactive Voice Response (IVR)
C) Optional Response Routing (ORR)
D) Multiple Option System (MOS)

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

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

4. 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 closes the call and moves to the next call
C) The analyst calls the customer back to correct the information
D) The analyst calls the customer back and blames the incorrect information on bad documentation

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

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

Solutions: