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HDI Help Desk Analyst (HDA) Sample Questions:

1. For which three reasons do companies implement security polices? (choose three)

A) Legal mandate
B) Corporate responsibility
C) Lower costs
D) Loss prevention

2. 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) Short text messaging
D) Voice mail

3. What is the number one goal of support services?

A) To give technical support to anyone who calls
B) To resolve all calls requiring technical support
C) To keep the customer performing at the highest level possible
D) To obtain information for any questions that are asked

4. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst has another analyst call the customer
B) The analyst closes the call and moves to the next call
C) The analyst calls the customer back and blames the incorrect information on bad documentation
D) The analyst calls the customer back to correct the information

5. What are three components of CTI? (choose three)

A) ACD
B) Integration server
C) IVR
D) NT domain server

Solutions: