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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) Decreases network traffic
C) Saves time and money
D) Increase call volume

2. For which two reasons do help desk's log all calls? (Choose two.)

A) Prove the help desk is right
B) Allows ticket monitoring
C) Measures frequency of calls
D) Provide an audit trail of activities

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

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

4. What does the abbreviation CTI stand for?

A) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
B) Customer Telephone Interface
C) Calls, Telephones, and Internet
D) Computer Telephony Integration

5. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) High employee morale
B) Low turnover rate between organisations
C) Low employee turnover
D) Low superior-to-subordinate interaction

Solutions: