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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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 offer more options
C) You are open to learning
D) You rely on the obvious

2. What is deductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on logic and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience

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

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

4. What should you do to assess A customer level of knowledge?

A) Ask closed questions
B) Assume the customer has a basic level of knowledge
C) Provide more detailed explanations
D) Ask open questions

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

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

Solutions: