HDI HD0-100 Actual Tests : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts work with specific customer issues
B) Analysts attend Help Desk meetings
C) Analysts work through lunch
D) Analysts take part the decision-making process

2. For which two reasons do help desk's log all calls? (Choose two.)

A) Provide an audit trail of activities
B) Prove the help desk is right
C) Measures frequency of calls
D) Allows ticket monitoring

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Call all customers that use the server
B) Wait for customers to call the help desk
C) Troubleshoot the problem yourself
D) Inform the other help desk analysts

4. Which two statements describe active listening? (choose two)

A) Listen for ideas and images, not just words
B) Place the caller on hold to take notes
C) Eliminate internal biases and negative thoughts
D) Interrupt the caller to clarify statements

5. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Be less time-disciplined
B) Slow the pace
C) Stay on target
D) Project confidence
E) Focus on the facts

Solutions: