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HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Record the problem as a low severity
B) Assess the technical and business issues and negotiate until you and the customer agree
C) Reset the customer expectation for low severity problems
D) Refer the customer to the service level agreement (SLA)

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is an effective way to handle difficult customers
B) It is important to put the customer at ease
C) The close of a telephone call is as important as the greeting
D) Customers will receive the same level of professionalism

3. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) Low employee morale
B) High employee morale
C) High adherence to policies
D) Low superior-subordinate interaction

4. What is the primary purpose of an on-going (event) survey?

A) Determine employee bonuses
B) Measure individual analyst performance
C) Evaluate customer satisfaction with products, services, and personnel
D) Trend customer satisfaction between annual surveys

5. A customer satisfaction survey is important because it obtains information about_____.

A) Customer service performance
B) The customer base
C) Individual analyst performance
D) Management performance

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