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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the most commonly used technology in the support center?

A) Remote control
B) E-mail
C) Telephony
D) Self-help

2. What is the key benefit of a positive work environment?

A) Diversification of skill sets is minimized
B) The need for recognition of individual effort is minimized
C) Rapport among team members is increased
D) Management involvement is separated from individual involvement

3. Which three network outages should be assigned a high priority? (choose three)

A) Fifteen database developers have no network connectivity in their area of the building or floor
B) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
C) Customers report that they cannot receive credit card payments due to network connectivity loss
D) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours

4. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
B) Ask the customer if he is the only one who can print to this server
C) Ask the customer if a start button or disk icon appears on the screen
D) Ask the customer if he has experienced any problems recently with any other applications

5. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Paraphrasing
B) Self-help systems
C) Open questions
D) Closed questions

Solutions: