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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three benefits of a change management process? (Choose three.)

A) Timely notification to affected parties
B) Pro-active communication
C) Timely problem resolution
D) Documentation of affected systems and processes

2. Which three metrics would be affected by training? (choose three)

A) First call resolution
B) Abandon rate
C) Average call time
D) After call work time

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

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

4. What are three obstructions to active listening? (Choose three.)

A) Prior knowledge
B) Positive reinforcement
C) Emotional carry-over
D) Situational constraints

5. Which two are effective techniques for dealing with stress? (Choose two.)

A) Exercise and observe good nutrition practices
B) Set realistic goals/objectives
C) Take long breaks
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

Solutions: