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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

Place the Problem solving steps in order.

Question 2

What is the key benefit of a positive work environment?

A. The need for recognition of individual effort is minimized
B. Diversification of skill sets is minimized
C. Rapport among team members is increased
D. Management involvement is separated from individual involvement

Question 3

Which three skills should a network administrator's skill set include? (choose three)

A. Perform loop-back tests
B. Perform PING, Telnet, and trace route tests
C. Run tests on automated internet password reset system
D. Conduct remote diagnostics on the network interface card

Question 4

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A. Inform the customer that the product is not supported
B. Develop alternatives
C. Apologies for not being able to assist the customer
D. Determine what the real need is

Question 5

Which technique will best optimize talk time?

A. Analyst asks clarifying questions
B. Customer should be prepared to actively listen
C. Analyst uses business language
D. Analyst adjust to customer pace and competence level

Solutions: