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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Good team morale
B) Lack objectives
C) Independence
D) Lack of ownership

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

3. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
C) Fifteen database developers have no network connectivity in their area of the building or floor
D) Customers report that they cannot receive credit card payments due to network connectivity loss

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

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

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

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

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