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HDI Help Desk Analyst (HDA) Sample Questions:

1. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Inform the customer of the product limitations you are aware of, but assure them they will receive support
B) Set a call back time and tell the customer you will review the call with an expert
C) Escalate to a manager to reassign the call
D) Determine priority/severity and collect/document the appropriate information

2. What is the key benefit of using a web site for reference?

A) It provides searchable topic fields
B) It provides private access
C) It is computer-based
D) It is printable

3. Which two statements describe active listening? (choose two)

A) Interrupt the caller to clarify statements
B) Place the caller on hold to take notes
C) Listen for ideas and images, not just words
D) Eliminate internal biases and negative thoughts

4. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average call time
B) Average capture time
C) Average talk time
D) Average speed of answer

5. What is deductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on experience and intuition
C) Reasoning based on logic and analysis
D) Reasoning based on analysis and experience

Solutions: