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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a benefit of purchasing a knowledge database?

A) It provides comprehensive information on proprietary applications
B) It provides comprehensive information on commonly used hardware and software
C) It is inexpensive to purchase
D) It is inexpensive to update

2. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Escalate the problem
B) Ask a peer
C) Suggest that the customer ask a peer
D) Use reference documentation

3. In which three ways can you create a positive image of your organization? (choose three)

A) Provide consistent and fair services
B) Display sensitivity to the feelings of your customers
C) Follow all call-flow procedures
D) Respond to customers in a timely fashion

4. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he has experienced any problems recently with any other applications
B) Ask the customer if he is the only one who can print to this server
C) Ask the customer if a start button or disk icon appears on the screen
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

5. Place the network terms that are most related to one another and that provide similar functionality next to each other.

Solutions: