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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What is inductive reasoning?

A) Reasoning based on experience and intuition
B) Reasoning based on analysis and experience
C) Reasoning based on logical and analysis
D) Reasoning based on intuition and process of elimination

3. Which statement about successful team players is true?

A) They encourage member input in decisions
B) They desire continued acceptance by the group
C) They change attitudes to conform to group standards
D) They impose ideas and values on others

4. Which two are benefits of teamwork? (choose two)

A) More buy-in
B) Reduced flexibility
C) Increased sympathy
D) Higher motivation

5. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify industry piracy association
B) Notify IT/legal/security departments
C) Notify software vendor
D) Do nothing, everyone already knows

Solutions: