HDI Help Desk Analyst (HDA) - HD0-100 Exam Questions [2026]

QUESTION NO: 1
Which two are characteristics of unsuccessful teams? (Choose two.)

A. Independence B. Lack of ownership C. Lack objectives D. Good team morale

Correct Answer: B,C

QUESTION NO: 2
What are three important attributes of high-quality leaders? (Choose three.)

A. They encourage interest and curiosity among subordinates B. They stimulate creativity and innovation among subordinates C. They use authority and control to direct the subordinates D. They provide a channel through which problems can be aired

Correct Answer: A,B,D

QUESTION NO: 3
Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A. Low turnover rate between organisations B. Low employee turnover C. Low superior-to-subordinate interaction D. High employee morale

Correct Answer: B,D

QUESTION NO: 4
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. Refer the customer to the service level agreement (SLA) C. Record the problem as a low severity D. Reset the customer expectation for low severity problems

Correct Answer: A

QUESTION NO: 5
Which three skills should a network administrator's skill set include? (choose three)

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

Correct Answer: A,B,D

QUESTION NO: 6
In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A. Be enthusiastic, but natural B. Be confident C. Be efficient D. Be agreeable to all customers opinions E. Be talkative

Correct Answer: A,B,C

QUESTION NO: 7
Which metric indicates how long A customer has to wait before talking to an analyst?

A. Average capture time B. Average talk time C. Average speed of answer D. Average call time

Correct Answer: C

QUESTION NO: 8
Place the Problem solving steps in order.

Correct Answer:

QUESTION NO: 9
Companies typically restrict access to which three types of data? (Choose three.)

A. Office location B. Payroll information C. Proprietary information D. Personnel records

Correct Answer: B,C,D

QUESTION NO: 10
Which four statements about self-help materials are true?

A. They should replace the need for instructor-led training B. They should be timely and relevant C. They should contain accurate information D. They should be user-friendly E. Their location should be explained to employees

Correct Answer: B,C,D,E