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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a key benefit of establishing effective inter-departmental relationship?

A) Rapport among organization members is established
B) Recognition of individual department efforts is not required
C) Diversity of skill sets is minimized
D) Management involvement is separate from individual involvement

2. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Good team morale
B) Lack objectives
C) Independence
D) Lack of ownership

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

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

4. Which question allows you to determine whether or not your customer is logged on to the network?

A) Which drives are displayed on your computer?
B) What is your login ID?
C) Are you logged on to the network?
D) Can you access e-mail?

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

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

Solutions: