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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are characteristics of a good negotiator? (choose three)

A) Focuses on what is needed
B) Clearly identifies who/what is at fault
C) Presents multiple options
D) Develops realistic expectations

2. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Results in customers calling less frequently
B) Improves quality and accuracy
C) Keeps customers up-to-date on new applications
D) Helps customers make better decisions

3. Which statement about telephone etiquette is true?

A) Gum chewing is acceptable as long as the customer cannot hear it
B) It is customary to pick up the telephone between one to three rings
C) :Please hold" is an appropriate way to answer the telephone when you are busy
D) Eating is okay as long as you obtain the customer's consent

4. Which statement about service level agreements (SLAs) is true?

A) SLAs are used to document customer and service provider expectations
B) SLAs are used to document customer expectations only
C) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
D) SLAs are used to document service provider expectations only

5. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Instruct another analyst to conduct follow-up
B) E-mail an apology to the customer
C) Wait and see if the customer calls back
D) Notify you manager of the situation

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