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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 a key benefit of a knowledge-base system?

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

3. Which two characterize a successful negotiator? (Choose two.)

A) Presents a plan of how to get the solution
B) Viewed as a problem solver
C) Focuses on the best solution
D) Steps to the customers side for understanding

4. Which two are characteristics of a team player? (Choose two.)

A) Courtesy
B) Conformity
C) Participation
D) Independence

5. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Lack of ownership
B) Lack objectives
C) Good team morale
D) Independence

Solutions: