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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which system allows A customer to choose among various options when calling a help desk?

A) Interactive Voice Response (IVR)
B) Voice Recognition System (VRS)
C) Optional Response Routing (ORR)
D) Multiple Option System (MOS)

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

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

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

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

4. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Instruct another analyst to conduct follow-up
B) Notify you manager of the situation
C) E-mail an apology to the customer
D) Wait and see if the customer calls back

5. What is paraphrasing?

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

Solutions: