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HDI Help Desk Analyst (HDA) Sample Questions:

1. Companies typically restrict access to which three types of data? (Choose three.)

A) Office location
B) Payroll information
C) Proprietary information
D) Personnel records

2. What is a key principle of negotiation with customers?

A) Stick to the facts and ignore the customer's emotions
B) Seek a solution that aligns with support center policies and processes.
C) Focus on the individual rather than on the resolution.
D) Determine the customer's underlying need and seek a mutually beneficial solution.

3. Why are customer satisfaction surveys important?

A) They reveal how the help desk is perceived by the customer
B) They determine what level of support the customer is receiving
C) They reveal what abandon rate is acceptable
D) They determine the percentage of first call resolution (FCR)

4. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) High adherence to policies
B) Low superior-subordinate interaction
C) High employee morale
D) Low employee morale

5. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Transfer the call to a more experienced analyst
B) Begin troubleshooting
C) Repeat back to the customer what you thought you heard
D) Ask the customer to repeat the problem back to you

Solutions: