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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are common characteristics of successful teams? (Choose three.)

A) Conform to group pressure and viewpoint
B) Possess relevant technical skills
C) Clear understanding of goals/objectives
D) Share a high level of mutual trust

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) Customers will receive the same level of professionalism
B) It is an effective way to handle difficult customers
C) It is important to put the customer at ease
D) The close of a telephone call is as important as the greeting

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Call all customers that use the server
B) Wait for customers to call the help desk
C) Inform the other help desk analysts
D) Troubleshoot the problem yourself

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

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

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

Solutions: