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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the primary role of support service?

A) To track problems and bugs
B) To provide technical resolutions
C) To provide quality assistance
D) To provide the customer with a knowledge-base

2. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Tell the customer to "snap out of it"
B) Raise your voice when asking questions
C) Regularly use the customer's first name
D) Empathize with the customer

3. Which statement best describes communication within a positive work environment?

A) Communication among all members of the organization is maximized
B) Peer-to -peer communication works best within the department
C) Managers are responsible for initiating vertical communication
D) E-mail and automate communications mediums are used extensively

4. Which system allows A customer to choose among various options when calling a help desk?

A) Optional Response Routing (ORR)
B) Interactive Voice Response (IVR)
C) Multiple Option System (MOS)
D) Voice Recognition System (VRS)

5. Which topologies are used to provide interconnectivity between networks?

A) RS-232, Analogue, and Voice
B) TCP/IP, UNIX, and IPX/SPX
C) T-1s, ISDN, and Mainframe
D) Ethernet, Fiber Optic, and Token Ring

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