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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three benefits of a change management process? (Choose three.)

A) Timely problem resolution
B) Documentation of affected systems and processes
C) Pro-active communication
D) Timely notification to affected parties

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

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

3. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Inform the customer of the product limitations you are aware of, but assure them they will receive support
B) Determine priority/severity and collect/document the appropriate information
C) Set a call back time and tell the customer you will review the call with an expert
D) Escalate to a manager to reassign the call

4. Place the Problem solving steps in order.

5. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts work with specific customer issues
B) Analysts work through lunch
C) Analysts attend Help Desk meetings
D) Analysts take part the decision-making process

Solutions: