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HDI Help Desk Analyst (HDA) Sample Questions:

1. What two considerations need to be made when sharing workspace? (Choose two.)

A) Maintain a clean environment
B) None, each person needs to take care of it themselves
C) Share only with persons with similar likes/dislikes
D) Discretion and courtesy when decorating

2. Place each style next to its attribute.

3. What is paraphrasing?

A) Telling the customer what they meant to say
B) Repeating what the customer says using your own words
C) Using lots of long words when speaking to A customer
D) Repeating what the customer says in their words

4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Apologies for not being able to assist the customer
B) Develop alternatives
C) Inform the customer that the product is not supported
D) Determine what the real need is

5. Which three techniques describe basic creative thinking? (choose three)

A) Talking the complex approach
B) Changing your perspective
C) Looking beyond the evident
D) Developing alternatives

Solutions: