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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) High employee morale
B) Low superior-subordinate interaction
C) High adherence to policies
D) Low employee morale

2. Why are customer satisfaction surveys important?

A) They determine the percentage of first call resolution (FCR)
B) They reveal how the help desk is perceived by the customer
C) They reveal what abandon rate is acceptable
D) They determine what level of support the customer is receiving

3. What are three benefits of a change management process? (Choose three.)

A) Timely problem resolution
B) Timely notification to affected parties
C) Documentation of affected systems and processes
D) Pro-active communication

4. What are three techniques of active listening? (choose three)

A) Concentrating
B) Taking notes
C) Acknowledging the customer
D) Researching the problem

5. Which two statements describe active listening? (choose two)

A) Listen for ideas and images, not just words
B) Place the caller on hold to take notes
C) Eliminate internal biases and negative thoughts
D) Interrupt the caller to clarify statements

Solutions: