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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is inductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on intuition and process of elimination
C) Reasoning based on experience and intuition
D) Reasoning based on logical and analysis

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is an effective way to handle difficult customers
B) Customers will receive the same level of professionalism
C) It is important to put the customer at ease
D) The close of a telephone call is as important as the greeting

3. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Explain how the help desk benefits the customer
B) Ask the customer where he resides
C) Explain to the customer what you just did
D) Ask the customer if he is married

4. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Good team morale
B) Independence
C) Lack objectives
D) Lack of ownership

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

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

Solutions: