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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What is the key benefit of a positive work environment?

A) The need for recognition of individual effort is minimized
B) Diversification of skill sets is minimized
C) Management involvement is separated from individual involvement
D) Rapport among team members is increased

3. What are three important attributes of high-quality leaders? (Choose three.)

A) They use authority and control to direct the subordinates
B) They stimulate creativity and innovation among subordinates
C) They provide a channel through which problems can be aired
D) They encourage interest and curiosity among subordinates

4. Which technique will best optimize talk time?

A) Customer should be prepared to actively listen
B) Analyst adjust to customer pace and competence level
C) Analyst uses business language
D) Analyst asks clarifying questions

5. What is deductive reasoning?

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

Solutions: