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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They reveal how the help desk is perceived by the customer
C) They determine the percentage of first call resolution (FCR)
D) They reveal what abandon rate is acceptable

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

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

4. Which statement about telephone etiquette is true?

A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) Gum chewing is acceptable as long as the customer cannot hear it
C) Eating is okay as long as you obtain the customer's consent
D) It is customary to pick up the telephone between one to three rings

5. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst calls the customer back to correct the information
B) The analyst closes the call and moves to the next call
C) The analyst has another analyst call the customer
D) The analyst calls the customer back and blames the incorrect information on bad documentation

Solutions:

Question # 1 Answer: B,D

Question # 2 Answer: B

Question # 3 Answer: B,C

Question # 4 Answer: D

Question # 5 Answer: C