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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What is the primary role of support service?

A) To track problems and bugs
B) To provide the customer with a knowledge-base
C) To provide quality assistance
D) To provide technical resolutions

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

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

4. Which three are the most common type of network problems? (Choose three.)

A) Users cannot reach connected devices, i.e., PC, servers, workstations
B) Collisions, congestion, and delays
C) Segment or ring does not respond, traffic limited, no workaround
D) System will not reboot

5. What are three obstructions to active listening? (Choose three.)

A) Positive reinforcement
B) Emotional carry-over
C) Situational constraints
D) Prior knowledge

Solutions: