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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are characteristics of a good negotiator? (choose three)

A) Clearly identifies who/what is at fault
B) Develops realistic expectations
C) Presents multiple options
D) Focuses on what is needed

2. Why are customer satisfaction surveys important?

A) They reveal what abandon rate is acceptable
B) They reveal how the help desk is perceived by the customer
C) They determine what level of support the customer is receiving
D) They determine the percentage of first call resolution (FCR)

3. What are three key strengths of critical thinkers? (Choose three.)

A) They are logical
B) They are organized
C) They are analytical
D) They are empathetic

4. Which statement about telephone etiquette is true?

A) Eating is okay as long as you obtain the customer's consent
B) It is customary to pick up the telephone between one to three rings
C) :Please hold" is an appropriate way to answer the telephone when you are busy
D) Gum chewing is acceptable as long as the customer cannot hear it

5. Which two characterize a successful negotiator? (Choose two.)

A) Steps to the customers side for understanding
B) Focuses on the best solution
C) Presents a plan of how to get the solution
D) Viewed as a problem solver

Solutions: