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HDI Help Desk Analyst (HDA) Sample Questions:

1. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)

A) Escalate the problem
B) Suggest that the customer ask a peer
C) Ask a peer
D) Use reference documentation

2. Which two are characteristics of a team player? (Choose two.)

A) Conformity
B) Courtesy
C) Participation
D) Independence

3. What is a benefit of purchasing a knowledge database?

A) It provides comprehensive information on commonly used hardware and software
B) It provides comprehensive information on proprietary applications
C) It is inexpensive to purchase
D) It is inexpensive to update

4. Which approach is preferable when responding to A customer?

A) Use the simplest terminology that is understood by all levels of knowledge
B) Use acronyms that are commonly used in the industry
C) Use vocabulary to match the customer's level of knowledge
D) Use industry terminology to educate the customer

5. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) Low turnover rate between organisations
B) Low employee turnover
C) Low superior-to-subordinate interaction
D) High employee morale

Solutions: