HDI HD0-100 : Help Desk Analyst (HDA)

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HDI Help Desk Analyst (HDA) Sample Questions:

1. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Escalate to a manager to reassign the call
B) Determine priority/severity and collect/document the appropriate information
C) Set a call back time and tell the customer you will review the call with an expert
D) Inform the customer of the product limitations you are aware of, but assure them they will receive support

2. What is the number one goal of support services?

A) To give technical support to anyone who calls
B) To obtain information for any questions that are asked
C) To keep the customer performing at the highest level possible
D) To resolve all calls requiring technical support

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

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

4. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Tell the customer to "snap out of it"
B) Raise your voice when asking questions
C) Regularly use the customer's first name
D) Empathize with the customer

5. Which statement about telephone etiquette is true?

A) Gum chewing is acceptable as long as the customer cannot hear it
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) Eating is okay as long as you obtain the customer's consent

Solutions: