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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three are the most common type of network problems? (Choose three.)

A) Users cannot reach connected devices, i.e., PC, servers, workstations
B) Collisions, congestion, and delays
C) System will not reboot
D) Segment or ring does not respond, traffic limited, no workaround

2. What is a key principle of negotiation with customers?

A) Seek a solution that aligns with support center policies and processes.
B) Determine the customer's underlying need and seek a mutually beneficial solution.
C) Stick to the facts and ignore the customer's emotions
D) Focus on the individual rather than on the resolution.

3. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Measure performance of individual analysts at the help desk
C) Evaluate customer satisfaction with products, services and personnel
D) Determine management bonuses

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) E-mail
B) Short text messaging
C) Voice mail
D) Broadcast messaging

5. What is a key benefit of establishing effective inter-departmental relationship?

A) Management involvement is separate from individual involvement
B) Recognition of individual department efforts is not required
C) Rapport among organization members is established
D) Diversity of skill sets is minimized

Solutions: