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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement best describes logical problem solving?

A) Finding a workaround in the shortest possible time
B) Applying a project management approach
C) Organizing a problem into a series of rational, orderly steps
D) A reactive process

2. 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

3. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) The close of a telephone call is as important as the greeting
B) It is an effective way to handle difficult customers
C) It is important to put the customer at ease
D) Customers will receive the same level of professionalism

4. What two considerations need to be made when sharing workspace? (Choose two.)

A) None, each person needs to take care of it themselves
B) Maintain a clean environment
C) Discretion and courtesy when decorating
D) Share only with persons with similar likes/dislikes

5. Which two are benefits of teamwork? (choose two)

A) More buy-in
B) Higher motivation
C) Reduced flexibility
D) Increased sympathy

Solutions: