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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are characteristics of a good negotiator? (choose three)

A) Clearly identifies who/what is at fault
B) Presents multiple options
C) Focuses on what is needed
D) Develops realistic expectations

2. For which three reasons do companies implement security polices? (choose three)

A) Legal mandate
B) Corporate responsibility
C) Lower costs
D) Loss prevention

3. What are three reasons for providing consistent service? (Choose three.)

A) To guarantee professionalism
B) To ensure empathy to customer needs
C) To instill confidence in your customer
D) To ensure a commitment to excellence

4. Which three are benefits of a call management system? (Choose three.)

A) The analyst is able to log the customers problem
B) The analyst is able to view the customers contact information
C) The analyst is able to view the customers password information
D) The analyst is able to view the customers call history

5. Place the Problem solving steps in order.

Solutions: