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

Support of other departments even when they make a mistake

Shared management responsibilities

Treatment of others in your organisation as if they were your customer

Shared information between departments within your 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

Style

Paraphrasing

Restating

Vocabulary

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

Explain to the customer what you just did

Ask the customer if he is married

Ask the customer where he resides

Explain how the help desk benefits the customer

They are analytical

They are organised

They are empathetic

They are logical

They are logical

They are empathetic

They are analytical

They are organised

Inform the other help desk analysts

Troubleshoot the problem yourself

Wait for customers to call the help desk

Call all customers that use the server

ACD

Integration server

IVR

NT domain server

Collisions, congestion, and delays

Segment or ring does not respond, traffic limited, no workaround

Systems will not reboot

Users cannot reach connected devices, i.e., PC, servers, workstations

They determine the percentage of first call resolution (FCR)

They reveal how the help desk is perceived by the customer

They reveal what abandon rate is acceptable

They determine what level of support the customer is receiving

Pro-active communication

Timely notification to affected parties

Documentation of affected systems and processes

Timely problem resolution

Broadcast messaging

Short text messaging

Voice mail

E-mail

Good team morale

Lack objectives

Lack of ownership

Independence