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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average call time
B) Average speed of answer
C) Average talk time
D) Average capture time

2. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)

A) Suggest that the customer ask a peer
B) Escalate the problem
C) Ask a peer
D) Use reference documentation

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

4. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) E-mail an apology to the customer
B) Wait and see if the customer calls back
C) Instruct another analyst to conduct follow-up
D) Notify you manager of the situation

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

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

Solutions: