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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about service level agreements (SLAs) is true?

A) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
B) SLAs are used to document customer and service provider expectations
C) SLAs are used to document customer expectations only
D) SLAs are used to document service provider expectations only

2. What is a benefit of purchasing a knowledge database?

A) It provides comprehensive information on proprietary applications
B) It provides comprehensive information on commonly used hardware and software
C) It is inexpensive to update
D) It is inexpensive to purchase

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

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

4. What is a key benefit of a knowledge-base system?

A) Increase call volume
B) Requires lower maintance
C) Decreases network traffic
D) Saves time and money

5. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be talkative
B) Be confident
C) Be efficient
D) Be agreeable to all customers opinions
E) Be enthusiastic, but natural

Solutions:

Question # 1 Answer: B

Question # 2 Answer: B

Question # 3 Answer: B,C,D

Question # 4 Answer: D

Question # 5 Answer: B,C,E