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HDI Help Desk Analyst (HDA) Sample Questions:
1. What is the number one goal of support services?
A) To give technical support to anyone who calls
B) To keep the customer performing at the highest level possible
C) To obtain information for any questions that are asked
D) To resolve all calls requiring technical support
2. What are three key strengths of critical thinkers? (Choose three.)
A) They are analytical
B) They are organized
C) They are empathetic
D) They are logical
3. For which three reasons do companies implement security polices? (choose three)
A) Lower costs
B) Legal mandate
C) Loss prevention
D) Corporate responsibility
4. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
A) You use the same tools
B) You offer more options
C) You are open to learning
D) You rely on the obvious
5. What is the primary role of support service?
A) To provide technical resolutions
B) To provide quality assistance
C) To provide the customer with a knowledge-base
D) To track problems and bugs
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B,D | Question # 3 Answer: B,C,D | Question # 4 Answer: B,C | Question # 5 Answer: B |
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