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HDI Help Desk Analyst (HDA) Sample Questions:

1. What should you do to assess A customer level of knowledge?

A) Assume the customer has a basic level of knowledge
B) Ask closed questions
C) Ask open questions
D) Provide more detailed explanations

2. Place each style next to its attribute.

3. Which question allows you to determine whether or not your customer is logged on to the network?

A) What is your login ID?
B) Can you access e-mail?
C) Are you logged on to the network?
D) Which drives are displayed on your computer?

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) Broadcast messaging
B) Voice mail
C) Short text messaging
D) E-mail

5. 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

Solutions: