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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a key benefit of a knowledge-base system?

A) Requires lower maintance
B) Increase call volume
C) Saves time and money
D) Decreases network traffic

2. What are three important attributes of high-quality leaders? (Choose three.)

A) They use authority and control to direct the subordinates
B) They provide a channel through which problems can be aired
C) They stimulate creativity and innovation among subordinates
D) They encourage interest and curiosity among subordinates

3. Which two facts about customer satisfaction are true? (choose two)

A) Customers from opinions about organizations based on contact with a small portion of that organization
B) More customers are lost to poor service than poor product
C) It is more costly to retain A customer than acquire a new one
D) More customer contacts can be made over the phone than in person

4. Which topologies are used to provide interconnectivity between networks?

A) Ethernet, Fiber Optic, and Token Ring
B) TCP/IP, UNIX, and IPX/SPX
C) RS-232, Analogue, and Voice
D) T-1s, ISDN, and Mainframe

5. Which three are characteristics of a good negotiator? (choose three)

A) Develops realistic expectations
B) Clearly identifies who/what is at fault
C) Focuses on what is needed
D) Presents multiple options

Solutions: