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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Lack objectives
B) Independence
C) Good team morale
D) Lack of ownership

2. Which two statements describe active listening? (choose two)

A) Listen for ideas and images, not just words
B) Place the caller on hold to take notes
C) Eliminate internal biases and negative thoughts
D) Interrupt the caller to clarify statements

3. Which technique will best optimize talk time?

A) Analyst uses business language
B) Analyst asks clarifying questions
C) Analyst adjust to customer pace and competence level
D) Customer should be prepared to actively listen

4. Which four statements about self-help materials are true?

A) They should replace the need for instructor-led training
B) They should contain accurate information
C) They should be timely and relevant
D) Their location should be explained to employees
E) They should be user-friendly

5. What is the key benefit of using a web site for reference?

A) It provides searchable topic fields
B) It is computer-based
C) It provides private access
D) It is printable

Solutions: