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HDI Help Desk Analyst (HDA) Sample Questions:

1. Companies typically restrict access to which three types of data? (Choose three.)

A) Personnel records
B) Proprietary information
C) Payroll information
D) Office location

2. What is a key benefit of establishing effective inter-departmental relationship?

A) Rapport among organization members is established
B) Management involvement is separate from individual involvement
C) Diversity of skill sets is minimized
D) Recognition of individual department efforts is not required

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

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

4. Which approach is preferable when responding to A customer?

A) Use vocabulary to match the customer's level of knowledge
B) Use acronyms that are commonly used in the industry
C) Use industry terminology to educate the customer
D) Use the simplest terminology that is understood by all levels of knowledge

5. What is the key benefit of using a web site for reference?

A) It provides searchable topic fields
B) It is computer-based
C) It provides private access
D) It is printable

Solutions: