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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about service level agreements (SLAs) is true?

A) SLAs are used to document service provider expectations only
B) SLAs are used to document customer and service provider expectations
C) SLAs are used to document customer expectations only
D) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.

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

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

3. What is the key benefit of a positive work environment?

A) Management involvement is separated from individual involvement
B) Diversification of skill sets is minimized
C) The need for recognition of individual effort is minimized
D) Rapport among team members is increased

4. Which technique will best optimize talk time?

A) Analyst adjust to customer pace and competence level
B) Customer should be prepared to actively listen
C) Analyst asks clarifying questions
D) Analyst uses business language

5. Which three skills should a network administrator's skill set include? (choose three)

A) Conduct remote diagnostics on the network interface card
B) Perform PING, Telnet, and trace route tests
C) Perform loop-back tests
D) Run tests on automated internet password reset system

Solutions: