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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 customer expectations only
B) SLAs are used to document customer and service provider expectations
C) SLAs are used to document service provider 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. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They reveal how the help desk is perceived by the customer
C) They reveal what abandon rate is acceptable
D) They determine the percentage of first call resolution (FCR)

3. What is a key benefit of a knowledge-base system?

A) Saves time and money
B) Requires lower maintance
C) Decreases network traffic
D) Increase call volume

4. A customer satisfaction survey is important because it obtains information about_____.

A) Individual analyst performance
B) The customer base
C) Management performance
D) Customer service performance

5. What is the number one goal of support services?

A) To keep the customer performing at the highest level possible
B) To give technical support to anyone who calls
C) To resolve all calls requiring technical support
D) To obtain information for any questions that are asked

Solutions: