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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three media can be used to conduct surveys? (Choose three.)

A) The Internet
B) A suggestion box
C) E-mail
D) Personal interviews

2. What is deductive reasoning?

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

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

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

4. Which three policies assist analysts with managing their time? (Choose three.)

A) Average talk time expectations
B) Shift start and end times
C) Resolved tickets per day
D) Scheduled break times

5. Which technique will best optimize talk time?

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

Solutions: