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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which four statements about self-help materials are true?

A) They should be timely and relevant
B) They should contain accurate information
C) They should be user-friendly
D) They should replace the need for instructor-led training
E) Their location should be explained to employees

2. What is deductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on experience and intuition
C) Reasoning based on intuition and process of elimination
D) Reasoning based on logic and analysis

3. 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) Provide more detailed explanations
D) Ask open questions

4. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Determine management bonuses
C) Measure performance of individual analysts at the help desk
D) Evaluate customer satisfaction with products, services and personnel

5. What are three obstructions to active listening? (Choose three.)

A) Situational constraints
B) Emotional carry-over
C) Positive reinforcement
D) Prior knowledge

Solutions: