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

Try to have a positive and memorable effect on every person you communicate with each day

See what you can do to assist any co-worker who is unhappy or experiencing problems

When you hear complaints about your organisation, change the subject

Have a good attitude and never speak negatively about your organisation

They encourage interest and curiosity among subordinates

They use authority and control to direct the subordinates

They provide a channel through which problems can be aired

They stimulate creativity and innovation among subordinates

Notify software vendor

Notify IT/legal/security departments

Notify industry piracy association

Do nothing, everyone already knows

Provide consistent and fair services

Display sensitivity to the feelings of your customers

Follow all call-flow procedures

Respond to customers in a timely fashion

Identify changes to products, services and processes

Determine management bonuses

Measure performance of individual analysts at the help desk

Evaluate customer satisfaction with products, services, and personnel

Gum chewing is acceptable as long as the customer cannot hear it

Eating is okay as long as you obtain the customer's consent

"Please hold" is an appropriate way to answer the telephone when you are busy

It is customary to pick up the telephone between one to three rings

The analyst is able to view the customers contact information

The analyst is able to view the customers call history

The analyst is able to view the customers password information

The analyst is able to log the customers problem

First call resolution rate

Call return rate

Abandon rate

Capture rate

When you hear complaints about your organisation, change the subject

See what you can do to assist any co-worker who is unhappy or experiencing problems

Have a good attitude and never speak negatively about your organisation

Try to have a positive and memorable effect on every person you communicate with each day

Find someone else who can understand the customer better

Inform the customer that you cannot understand them and there is nothing you can do to help them

Ask the customer is there is someone else in their organisation for you to talk to

Tell the customer you are having difficulty understanding them

Customer should be prepared to actively listen

Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level

Analyst uses business language

Analyst asks clarifying questions

Corporate responsibility

Loss prevention

Legal mandate

Lower costs

Devices that are connected to the computer, but are external in relationship to the processing unit

Devices that are connected to the computer and become the processing unit

Devices that are connected to the computer, but are neither internal nor external to the processing unit

Devices that are connected to the computer and are internal in relationship to the processing unit

They are analytical

They are organised

They are empathetic

They are logical