HDI Help Desk Analyst (HDA) - HD0-100 certification

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

2. Which technique will best optimize talk time?

A) Customer should be prepared to actively listen
B) Analyst uses business language
C) Analyst asks clarifying questions
D) Analyst adjust to customer pace and competence level

3. Which topologies are used to provide interconnectivity between networks?

A) T-1s, ISDN, and Mainframe
B) Ethernet, Fiber Optic, and Token Ring
C) RS-232, Analogue, and Voice
D) TCP/IP, UNIX, and IPX/SPX

4. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You offer more options
C) You are open to learning
D) You rely on the obvious

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

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

Solutions: