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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Call return rate
B) Capture rate
C) First call resolution rate
D) Abandon rate

2. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Human resources
B) Everyone
C) Department managers
D) Executive management

3. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have exhausted all your available resources
B) When the service level agreement (SLA) requires it
C) When you have little or no experience with the problem
D) When the customer requests it

4. Which two are characteristics of a team player? (Choose two.)

A) Conformity
B) Independence
C) Courtesy
D) Participation

5. 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) Voice mail
D) Short text messaging

Solutions: