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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three reasons for providing consistent service? (Choose three.)

A) To instill confidence in your customer
B) To guarantee professionalism
C) To ensure a commitment to excellence
D) To ensure empathy to customer needs

2. What does the abbreviation CTI stand for?

A) Calls, Telephones, and Internet
B) Customer Telephone Interface
C) Computer Telephony Integration
D) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.

3. Which statement best describes logical problem solving?

A) Finding a workaround in the shortest possible time
B) Applying a project management approach
C) Organizing a problem into a series of rational, orderly steps
D) A reactive process

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

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

5. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
C) Ask the customer if a start button or disk icon appears on the screen
D) Ask the customer if he is the only one who can print to this server

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