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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two characterize a successful negotiator? (Choose two.)

A) Viewed as a problem solver
B) Focuses on the best solution
C) Steps to the customers side for understanding
D) Presents a plan of how to get the solution

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

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

3. Which four statements about self-help materials are true?

A) They should replace the need for instructor-led training
B) They should be user-friendly
C) They should be timely and relevant
D) Their location should be explained to employees
E) They should contain accurate information

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) Ask the customer if he is the only one who can print to this server
B) Ask the customer if he has experienced any problems recently with any other applications
C) Ask the customer if a start button or disk icon appears on the screen
D) 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.

5. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Allows ticket monitoring
C) Provide an audit trail of activities
D) Measures frequency of calls

Solutions: