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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a key benefit of a knowledge-base system?

A) Requires lower maintance
B) Decreases network traffic
C) Saves time and money
D) Increase call volume

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

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

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

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

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

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

5. Which two are effective techniques for dealing with stress? (Choose two.)

A) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
B) Set realistic goals/objectives
C) Take long breaks
D) Exercise and observe good nutrition practices

Solutions: