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HDI Help Desk Analyst (HDA) Sample Questions:

1. You are new to 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) Use reference documentation
D) Ask a peer

2. Place the Problem solving steps in order.

3. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Work/problem ticket request pages
B) Corporate home pages
C) Knowledge databases
D) Frequently asked questions (FAQs)

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

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

5. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Open questions
B) Paraphrasing
C) Closed questions
D) Self-help systems

Solutions: