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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. For which three reasons do companies implement security polices? (choose three)

A) Loss prevention
B) Lower costs
C) Legal mandate
D) Corporate responsibility

3. Which two statements describe active listening? (choose two)

A) Interrupt the caller to clarify statements
B) Listen for ideas and images, not just words
C) Eliminate internal biases and negative thoughts
D) Place the caller on hold to take notes

4. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Human resources
B) Everyone
C) Department managers
D) Executive management

5. 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 rely on the obvious
C) You offer more options
D) You are open to learning

Solutions: