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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Helps customers make better decisions
B) Results in customers calling less frequently
C) Improves quality and accuracy
D) Keeps customers up-to-date on new applications

2. Which statement about telephone etiquette is true?

A) It is customary to pick up the telephone between one to three rings
B) :Please hold" is an appropriate way to answer the telephone when you are busy
C) Eating is okay as long as you obtain the customer's consent
D) Gum chewing is acceptable as long as the customer cannot hear it

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

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

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

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

5. 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

Solutions: