HD0-100 Help Desk Analyst (HDA) Questions and Answers

They are logical

They are empathetic

They are analytical

They are organised

Which drives are displayed on your computer?

What is your login ID?

Are you logged on to the network?

Can you access e-mail?

Suggest that the customer ask a peer

Ask a peer

Escalate the problem

Use reference documentation

Abandon rate

Average call time

After call work time

First call resolution

More buy-in

Reduced flexibility

Higher motivation

Increased sympathy

Their location should be explained to employees

They should be user-friendly

They should contain accurate information

They should be timely and relevant

They should replace the need for instructor-led training

Interrupt the caller to clarify statements

Eliminate internal biases and negative thoughts

Listen for ideas and images, not just words

Place the caller on hold to take notes

Perform loop-back tests

Run tests on automated intranet password reset system

Conduct remote diagnostics on the network interface card (NIC)

Perform PING, Telnet, and trace route tests

Ask the customer if a start button or disk icon appears on the screen

Ask the customer if he is the only one who can print to this printer

Ask the customer if he has experienced any problems recently with any other applications

Guide the customer through checking the printer connection and making sure the power is turned on

Determine priority/severity and collect/document the appropriate information

Escalate to a manager to reassign the call

Set a call back time and tell the customer you will review the call with an expert

Inform the customer of the product limitations you are aware of, but assure them they will receive support

The analyst calls the customer back to correct the information

The analyst closes the call and moves to the next call

The analyst has another analyst call the customer

The analyst calls the customer back and blames the incorrect information on bad documentation

Pro-active communication

Timely notification to affected parties

Documentation of affected systems and processes

Timely problem resolution

More customer contacts can be made over the phone than in person

It is more costly to retain a customer than acquire a new one

More customers are lost to poor service than poor product

Customers form opinions about organisations based on contact with a small portion of that organisation

Exercise and observe good nutrition practices

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Take long breaks