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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. A customer satisfaction survey is important because it obtains information about_____.

A) Individual analyst performance
B) The customer base
C) Customer service performance
D) Management performance

3. Which two are characteristics of a team player? (Choose two.)

A) Participation
B) Courtesy
C) Independence
D) Conformity

4. What are three characteristics of effective inter-departmental relationship?

A) Shared information between departments within your organization
B) Treatment of others in your organization as if they were your customer
C) Support of other departments even when they make a mistake
D) Shared management responsibilities

5. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts take part the decision-making process
B) Analysts work with specific customer issues
C) Analysts work through lunch
D) Analysts attend Help Desk meetings

Solutions: