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HDI Help Desk Analyst (HDA) Sample Questions:

1. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Escalate to a manager to reassign the call
B) Determine priority/severity and collect/document the appropriate information
C) Inform the customer of the product limitations you are aware of, but assure them they will receive support
D) Set a call back time and tell the customer you will review the call with an expert

2. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Capture rate
B) Call return rate
C) Abandon rate
D) First call resolution rate

3. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) Low superior-to-subordinate interaction
B) Low employee turnover
C) Low turnover rate between organisations
D) High employee morale

4. What is a key benefit of establishing effective inter-departmental relationship?

A) Rapport among organization members is established
B) Management involvement is separate from individual involvement
C) Diversity of skill sets is minimized
D) Recognition of individual department efforts is not required

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

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

Solutions: