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HDI Help Desk Analyst (HDA) Sample Questions:
1. 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) Reset the customer expectation for low severity problems
B) Assess the technical and business issues and negotiate until you and the customer agree
C) Record the problem as a low severity
D) Refer the customer to the service level agreement (SLA)
2. Which three approached help create a positive business reputation? (Choose three.)
A) See what you can do to assist any co-worker who is unhappy or experiencing problems
B) Try to have a positive and memorable effect on every person you communicate with each day
C) Have a good attitude and never speak negatively about you organization
D) When you hear complaints about your organization, change the subject
3. In which three situations is escalating a call to management appropriate? (choose three)
A) When the customer requests it
B) When you have exhausted all your available resources
C) When you have little or no experience with the problem
D) When the service level agreement (SLA) requires it
4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)
A) Determine what the real need is
B) Apologies for not being able to assist the customer
C) Inform the customer that the product is not supported
D) Develop alternatives
5. Which two techniques are used to match a caller's style? (Choose two.)
A) Style
B) Restating
C) Vocabulary
D) Paraphrasing
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B,C | Question # 3 Answer: A,B,D | Question # 4 Answer: B,D | Question # 5 Answer: A,C |
