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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which three are common characteristics of successful teams? (Choose three.)

A) Share a high level of mutual trust
B) Clear understanding of goals/objectives
C) Possess relevant technical skills
D) Conform to group pressure and viewpoint

3. Which three approached help create a positive business reputation? (Choose three.)

A) Have a good attitude and never speak negatively about you organization
B) Try to have a positive and memorable effect on every person you communicate with each day
C) See what you can do to assist any co-worker who is unhappy or experiencing problems
D) When you hear complaints about your organization, change the subject

4. What are three key strengths of critical thinkers? (Choose three.)

A) They are logical
B) They are organized
C) They are analytical
D) They are empathetic

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

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

Solutions: