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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

2. 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) Project confidence
C) Slow the pace
D) Stay on target
E) Focus on the facts

3. 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

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

5. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Explain how the help desk benefits the customer
B) Ask the customer where he resides
C) Explain to the customer what you just did
D) Ask the customer if he is married

Solutions: