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HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer satisfaction survey is important because it obtains information about_____.

A) Individual analyst performance
B) The customer base
C) Management performance
D) Customer service performance

2. In which three ways can you create a positive image of your organization? (choose three)

A) Follow all call-flow procedures
B) Respond to customers in a timely fashion
C) Provide consistent and fair services
D) Display sensitivity to the feelings of your customers

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

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

4. What are three benefits of a change management process? (Choose three.)

A) Documentation of affected systems and processes
B) Timely problem resolution
C) Pro-active communication
D) Timely notification to affected parties

5. What are three key strengths of critical thinkers? (Choose three.)

A) They are empathetic
B) They are logical
C) They are organized
D) They are analytical

Solutions: