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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is deductive reasoning?

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

2. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Reset the customer expectation for low severity problems
B) Record the problem as a low severity
C) Assess the technical and business issues and negotiate until you and the customer agree
D) Refer the customer to the service level agreement (SLA)

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

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

4. Which three policies assist analysts with managing their time? (Choose three.)

A) Shift start and end times
B) Resolved tickets per day
C) Scheduled break times
D) Average talk time expectations

5. Which system allows A customer to choose among various options when calling a help desk?

A) Voice Recognition System (VRS)
B) Interactive Voice Response (IVR)
C) Multiple Option System (MOS)
D) Optional Response Routing (ORR)

Solutions: