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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst calls the customer back and blames the incorrect information on bad documentation
B) The analyst calls the customer back to correct the information
C) The analyst closes the call and moves to the next call
D) The analyst has another analyst call the customer

2. Which system allows A customer to choose among various options when calling a help desk?

A) Voice Recognition System (VRS)
B) Multiple Option System (MOS)
C) Optional Response Routing (ORR)
D) Interactive Voice Response (IVR)

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

4. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Ask the customer to repeat the problem back to you
B) Transfer the call to a more experienced analyst
C) Begin troubleshooting
D) Repeat back to the customer what you thought you heard

5. Place each style next to its attribute.

Solutions: