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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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

2. Which statement about telephone etiquette is true?

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

3. What are three key strengths of critical thinkers? (Choose three.)

A) They are logical
B) They are organized
C) They are empathetic
D) They are analytical

4. What are three important attributes of high-quality leaders? (Choose three.)

A) They encourage interest and curiosity among subordinates
B) They provide a channel through which problems can be aired
C) They stimulate creativity and innovation among subordinates
D) They use authority and control to direct the subordinates

5. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You rely on the obvious
C) You are open to learning
D) You offer more options

Solutions: