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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

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

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

3. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Stay on target
B) Be less time-disciplined
C) Focus on the facts
D) Slow the pace
E) Project confidence

4. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Escalate the problem
B) Ask a peer
C) Suggest that the customer ask a peer
D) Use reference documentation

5. What is inductive reasoning?

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

Solutions: