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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) High employee morale
B) Low employee morale
C) High adherence to policies
D) Low superior-subordinate interaction

2. What is the key benefit of using a web site for reference?

A) It provides private access
B) It is printable
C) It provides searchable topic fields
D) It is computer-based

3. Which four statements about self-help materials are true?

A) They should contain accurate information
B) They should replace the need for instructor-led training
C) They should be timely and relevant
D) They should be user-friendly
E) Their location should be explained to employees

4. What is paraphrasing?

A) Using lots of long words when speaking to A customer
B) Telling the customer what they meant to say
C) Repeating what the customer says in their words
D) Repeating what the customer says using your own words

5. What two considerations need to be made when sharing workspace? (Choose two.)

A) None, each person needs to take care of it themselves
B) Maintain a clean environment
C) Discretion and courtesy when decorating
D) Share only with persons with similar likes/dislikes

Solutions: