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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Measure performance of individual analysts at the help desk
B) Identify changes to products, services and processes
C) Evaluate customer satisfaction with products, services and personnel
D) Determine management bonuses

2. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be agreeable to all customers opinions
B) Be talkative
C) Be efficient
D) Be enthusiastic, but natural
E) Be confident

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

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

4. What is the primary purpose of an on-going (event) survey?

A) Evaluate customer satisfaction with products, services, and personnel
B) Determine employee bonuses
C) Trend customer satisfaction between annual surveys
D) Measure individual analyst performance

5. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Everyone
B) Human resources
C) Department managers
D) Executive management

Solutions: