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HDI Help Desk Analyst (HDA) Sample Questions:

1. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be confident
B) Be enthusiastic, but natural
C) Be agreeable to all customers opinions
D) Be talkative
E) Be efficient

2. Which two are benefits of teamwork? (choose two)

A) Increased sympathy
B) Higher motivation
C) More buy-in
D) Reduced flexibility

3. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average call time
B) Average talk time
C) Average speed of answer
D) Average capture time

4. Which two statements describe active listening? (choose two)

A) Eliminate internal biases and negative thoughts
B) Place the caller on hold to take notes
C) Listen for ideas and images, not just words
D) Interrupt the caller to clarify statements

5. Which three media can be used to conduct surveys? (Choose three.)

A) Personal interviews
B) E-mail
C) The Internet
D) A suggestion box

Solutions: