HDI HD0-100 : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average talk time
B) Average capture time
C) Average speed of answer
D) Average call time

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

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

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

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

5. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Measure performance of individual analysts at the help desk
C) Determine management bonuses
D) Evaluate customer satisfaction with products, services and personnel

Solutions: