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HDI Help Desk Analyst (HDA) Sample Questions:

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

2. 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

3. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Transfer the call to a more experienced analyst
B) Repeat back to the customer what you thought you heard
C) Ask the customer to repeat the problem back to you
D) Begin troubleshooting

4. Which three are the most common type of network problems? (Choose three.)

A) Users cannot reach connected devices, i.e., PC, servers, workstations
B) Segment or ring does not respond, traffic limited, no workaround
C) Collisions, congestion, and delays
D) System will not reboot

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

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

Solutions: