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

Justification for not meeting customer expectations

Ensures consistent service

Identifies areas out of policy

Promotes adherence to policies

Analysts attend Help Desk meetings

Analysts work through lunch

Analysts take part in the decision-making process

Analysts work with specific customer issues

Shift start and end times

Resolved tickets per day

Scheduled break times

Average talk time expectations

Presents multiple options

Clearly identifies who/what is at fault

Develops realistic expectations

Focuses on what is needed

To give technical support to anyone who calls

To resolve all calls requiring technical support

To obtain information for any questions that are asked

To keep the customer performing at the highest level possible

You rely on the obvious

You use the same tools

You are open to learning

You offer more options

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

Refer the customer to the service level agreement (SLA)

Assess the technical and business issues and negotiate until you and the customer agree

Record the problem as a low severity

They are analytical

They are organised

They are empathetic

They are logical

Find someone else who can understand the customer better

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

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

Tell the customer you are having difficulty understanding them

Computer Telephony Integration

Calls, Telephones, and Internet

Customer Telephone Interface

Customised Telephony Intelligence

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

E-mail an apology to the customer

Instruct another analyst to conduct follow-up

Wait and see if the customer calls back

Notify your manager of the situation

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

Finding a workaround in the shortest possible time

Organising a problem into a series of rational, orderly steps

Applying a project management approach

A reactive process