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HDI Help Desk Analyst (HDA) Sample Questions:

1. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Suggest that the customer ask a peer
B) Ask a peer
C) Use reference documentation
D) Escalate the problem

2. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be talkative
B) Be enthusiastic, but natural
C) Be confident
D) Be agreeable to all customers opinions
E) Be efficient

3. What is inductive reasoning?

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

4. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Identifies areas out of policy
B) Justification for not meeting customer expectations
C) Promotes adherence to policies
D) Ensures consistent service

5. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have exhausted all your available resources
B) When you have little or no experience with the problem
C) When the customer requests it
D) When the service level agreement (SLA) requires it

Solutions: