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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is inductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on intuition and process of elimination
C) Reasoning based on logical and analysis
D) Reasoning based on experience and intuition

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

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

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

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

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

5. A customer satisfaction survey is important because it obtains information about_____.

A) The customer base
B) Individual analyst performance
C) Management performance
D) Customer service performance

Solutions: