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HDI Help Desk Analyst (HDA) Sample Questions:

1. For which three reasons do companies implement security polices? (choose three)

A) Lower costs
B) Loss prevention
C) Corporate responsibility
D) Legal mandate

2. Which three policies assist analysts with managing their time? (Choose three.)

A) Average talk time expectations
B) Shift start and end times
C) Resolved tickets per day
D) Scheduled break times

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. Which two characterize a successful negotiator? (Choose two.)

A) Focuses on the best solution
B) Steps to the customers side for understanding
C) Viewed as a problem solver
D) Presents a plan of how to get the solution

5. What two considerations need to be made when sharing workspace? (Choose two.)

A) None, each person needs to take care of it themselves
B) Discretion and courtesy when decorating
C) Share only with persons with similar likes/dislikes
D) Maintain a clean environment

Solutions: