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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) Prior knowledge
C) Situational constraints
D) Emotional carry-over

2. What is deductive reasoning?

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

3. Which statement about service level agreements (SLAs) is true?

A) SLAs are used to document customer and service provider expectations
B) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
C) SLAs are used to document service provider expectations only
D) SLAs are used to document customer expectations only

4. Which statement about telephone etiquette is true?

A) It is customary to pick up the telephone between one to three rings
B) Gum chewing is acceptable as long as the customer cannot hear it
C) Eating is okay as long as you obtain the customer's consent
D) :Please hold" is an appropriate way to answer the telephone when you are busy

5. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Stick to the facts and ignore the customer's emotions
C) Seek a solution that aligns with support center policies and processes.
D) Focus on the individual rather than on the resolution.

Solutions: