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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the primary purpose of an on-going (event) survey?

A) Measure individual analyst performance
B) Trend customer satisfaction between annual surveys
C) Determine employee bonuses
D) Evaluate customer satisfaction with products, services, and personnel

2. Which statement about successful team players is true?

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

3. Which two techniques are used to match a caller's style? (Choose two.)

A) Vocabulary
B) Style
C) Paraphrasing
D) Restating

4. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Repeat back to the customer what you thought you heard
B) Ask the customer to repeat the problem back to you
C) Begin troubleshooting
D) Transfer the call to a more experienced analyst

5. What is a key benefit of establishing effective inter-departmental relationship?

A) Diversity of skill sets is minimized
B) Rapport among organization members is established
C) Management involvement is separate from individual involvement
D) Recognition of individual department efforts is not required

Solutions: