HDI HD0-100 : Help Desk Analyst (HDA)

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three obstructions to active listening? (Choose three.)

A) Situational constraints
B) Emotional carry-over
C) Prior knowledge
D) Positive reinforcement

2. For which two reasons do help desk's log all calls? (Choose two.)

A) Provide an audit trail of activities
B) Prove the help desk is right
C) Measures frequency of calls
D) Allows ticket monitoring

3. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Ensures consistent service
B) Justification for not meeting customer expectations
C) Promotes adherence to policies
D) Identifies areas out of policy

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. Which statement best describes communication within a positive work environment?

A) Peer-to -peer communication works best within the department
B) E-mail and automate communications mediums are used extensively
C) Communication among all members of the organization is maximized
D) Managers are responsible for initiating vertical communication

Solutions: