Help Desk Analyst (HDA) v3.0

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Exam contains 119 questions

Which three are benefits of a call management system? (Choose three.)

  • A. The analyst is able to view the customers contact information
  • B. The analyst is able to view the customers call history
  • C. The analyst is able to view the customers password information
  • D. The analyst is able to log the customers problem

Answer : ABD

Which three techniques describe basic creative thinking? (Choose three.)

  • A. Taking the complex approach
  • B. Changing your perspective
  • C. Looking beyond the evident
  • D. Developing alternatives

Answer : B,C,D

Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a
Drag and Drop question, click the Help button.

Answer :

Which two are typically the fastest methods to send a message to all help desk personnel?
(Choose two.)

  • A. Broadcast messaging
  • B. Short text messaging
  • C. Voice mail
  • D. E-mail

Answer : A,D

An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successfully manage the call? (Choose three.)

  • A. Slow the pace
  • B. Focus on the facts
  • C. Project confidence
  • D. Stay on target
  • E. Be less time-disciplined

Answer : B,C,D

Why is using a uniform greeting and closing with the customer an essential telephone skill?

  • A. Customers will receive the same level of professionalism
  • B. It is an effective way to handle difficult customers
  • C. It is important to put the customer at ease
  • D. The close of a telephone call is as important as the greeting

Answer : A

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer
Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

  • A. Ask the customer if a start button or disk icon appears on the screen
  • B. Ask the customer if he is the only one who can print to this printer
  • C. Ask the customer if he has experienced any problems recently with any other applications
  • D. Guide the customer through checking the printer connection and making sure the power is turned on

Answer : B,C,D

For which two reasons is it important to have documented processes and procedures?
(Choose two.)

  • A. Justification for not meeting customer expectations
  • B. Ensures consistent service
  • C. Identifies areas out of policy
  • D. Promotes adherence to policies

Answer : BD

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

  • A. You rely on the obvious
  • B. You use the same tools
  • C. You are open to learning
  • D. You offer more options

Answer : CD

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

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

Answer : A,D

Which technique will best optimise talk time?

  • A. Analyst uses business language
  • B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level
  • C. Analyst asks clarifying questions
  • D. Customer should be prepared to actively listen

Answer : B

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

  • A. High adherence to policies
  • B. Low employee turnover
  • C. High employee morale
  • D. Low superior-subordinate interaction

Answer : BC

What is the primary role of support service?

  • A. To provide the customer with a knowledge-base
  • B. To provide technical resolutions
  • C. To provide quality assistance
  • D. To track problems and bugs

Answer : C

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

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

Answer : AC

What is the primary purpose of an on-going (event) survey?

  • A. Evaluate customer satisfaction with products, services, and personnel
  • B. Determine employee bonuses
  • C. Measure individual analyst performance
  • D. Trend customer satisfaction between annual surveys

Answer : D

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Exam contains 119 questions

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