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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three obstructions to active listening? (Choose three.)

A) Situational constraints
B) Positive reinforcement
C) Prior knowledge
D) Emotional carry-over

2. Which statement best describes logical problem solving?

A) Applying a project management approach
B) Organizing a problem into a series of rational, orderly steps
C) Finding a workaround in the shortest possible time
D) A reactive process

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

4. Which statement best describes communication within a positive work environment?

A) E-mail and automate communications mediums are used extensively
B) Communication among all members of the organization is maximized
C) Peer-to -peer communication works best within the department
D) Managers are responsible for initiating vertical communication

5. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Repeat back to the customer what you thought you heard
B) Transfer the call to a more experienced analyst
C) Begin troubleshooting
D) Ask the customer to repeat the problem back to you

Solutions: