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

2. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Refer the customer to the service level agreement (SLA)
B) Record the problem as a low severity
C) Reset the customer expectation for low severity problems
D) Assess the technical and business issues and negotiate until you and the customer agree

3. Which two facts about customer satisfaction are true? (choose two)

A) It is more costly to retain A customer than acquire a new one
B) More customers are lost to poor service than poor product
C) More customer contacts can be made over the phone than in person
D) Customers from opinions about organizations based on contact with a small portion of that organization

4. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Ask the customer if he is the only one who can print to this server
C) Ask the customer if a start button or disk icon appears on the screen
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

5. What is the primary purpose of an on-going (event) survey?

A) Measure individual analyst performance
B) Trend customer satisfaction between annual surveys
C) Evaluate customer satisfaction with products, services, and personnel
D) Determine employee bonuses

Solutions: