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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Measure performance of individual analysts at the help desk
C) Evaluate customer satisfaction with products, services and personnel
D) Determine management bonuses

2. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Frequently asked questions (FAQs)
B) Corporate home pages
C) Work/problem ticket request pages
D) Knowledge databases

3. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) E-mail
B) Broadcast messaging
C) Voice mail
D) Short text messaging

4. Which statement about successful team players is true?

A) They desire continued acceptance by the group
B) They impose ideas and values on others
C) They change attitudes to conform to group standards
D) They encourage member input in decisions

5. Which three are the most common type of network problems? (Choose three.)

A) Users cannot reach connected devices, i.e., PC, servers, workstations
B) Collisions, congestion, and delays
C) System will not reboot
D) Segment or ring does not respond, traffic limited, no workaround

Solutions: