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

2. 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

3. What is the number one goal of support services?

A) To give technical support to anyone who calls
B) To obtain information for any questions that are asked
C) To keep the customer performing at the highest level possible
D) To resolve all calls requiring technical support

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

5. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Corporate home pages
B) Work/problem ticket request pages
C) Frequently asked questions (FAQs)
D) Knowledge databases

Solutions: