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HDI Help Desk Analyst (HDA) Sample Questions:

1. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?

A) Tell the customer you are having difficulty understanding them
B) Inform the customer that you cannot understand them and there is nothing you can do to help them
C) Find someone else who can understand the customer better
D) Ask the customer if there is someone else in their organization for you to talk to

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. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Inform the customer of the product limitations you are aware of, but assure them they will receive support
B) Escalate to a manager to reassign the call
C) Determine priority/severity and collect/document the appropriate information
D) Set a call back time and tell the customer you will review the call with an expert

4. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Tell the customer to "snap out of it"
B) Raise your voice when asking questions
C) Regularly use the customer's first name
D) Empathize with the customer

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

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

Solutions: