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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are benefits of a call management system? (Choose three.)

A) The analyst is able to view the customers contact information
B) The analyst is able to view the customers call history
C) The analyst is able to log the customers problem
D) The analyst is able to view the customers password information

2. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts work through lunch
B) Analysts attend Help Desk meetings
C) Analysts work with specific customer issues
D) Analysts take part the decision-making process

3. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify IT/legal/security departments
B) Notify software vendor
C) Do nothing, everyone already knows
D) Notify industry piracy association

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) Voice mail
B) E-mail
C) Short text messaging
D) Broadcast messaging

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 a start button or disk icon appears on the screen
B) Ask the customer if he has experienced any problems recently with any other applications
C) Ask the customer if he is the only one who can print to this server
D) 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.

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