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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

2. Which three approached help create a positive business reputation? (Choose three.)

A) When you hear complaints about your organization, change the subject
B) Try to have a positive and memorable effect on every person you communicate with each day
C) See what you can do to assist any co-worker who is unhappy or experiencing problems
D) Have a good attitude and never speak negatively about you organization

3. What two considerations need to be made when sharing workspace? (Choose two.)

A) Discretion and courtesy when decorating
B) None, each person needs to take care of it themselves
C) Maintain a clean environment
D) Share only with persons with similar likes/dislikes

4. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Wait and see if the customer calls back
B) E-mail an apology to the customer
C) Instruct another analyst to conduct follow-up
D) Notify you manager of the situation

5. What are peripheral devices?

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

Solutions: