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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which technique will best optimize talk time?

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

2. Place the network terms that are most related to one another and that provide similar functionality next to each other.

3. What are peripheral devices?

A) Devices that are connected to the computer, but are neither internal nor external to the processing unit
B) Devices that are connected to the computer, but are external in relationships to the processing unit
C) Devices that are connected to the computer and become the processing unit
D) Devices that are connected to the computer and are internal in relationship to the processing unit

4. Which three skills should a network administrator's skill set include? (choose three)

A) Run tests on automated internet password reset system
B) Conduct remote diagnostics on the network interface card
C) Perform PING, Telnet, and trace route tests
D) Perform loop-back tests

5. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A) Assess the technical and business issues and negotiate until you and the customer agree
B) Reset the customer expectation for low severity problems
C) Refer the customer to the service level agreement (SLA)
D) Record the problem as a low severity

Solutions: