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HDI Help Desk Analyst (HDA) Sample Questions:

1. In which three situations is escalating a call to management appropriate? (choose three)

A) When the customer requests it
B) When you have little or no experience with the problem
C) When you have exhausted all your available resources
D) When the service level agreement (SLA) requires it

2. 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) Capture rate
D) Abandon rate

3. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Determine management bonuses
B) Evaluate customer satisfaction with products, services and personnel
C) Identify changes to products, services and processes
D) Measure performance of individual analysts at the help desk

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

A) SLAs are used to document customer and service provider expectations
B) SLAs are used to document customer expectations only
C) SLAs are used to document service provider expectations only
D) 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.

5. Which statement about telephone etiquette is true?

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

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