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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Call return rate
B) Capture rate
C) First call resolution rate
D) Abandon rate

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

3. Companies typically restrict access to which three types of data? (Choose three.)

A) Proprietary information
B) Payroll information
C) Personnel records
D) Office location

4. What is the number one goal of support services?

A) To obtain information for any questions that are asked
B) To keep the customer performing at the highest level possible
C) To give technical support to anyone who calls
D) To resolve all calls requiring technical support

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

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

Solutions: