HDI Help Desk Analyst (HDA) : HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. 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

2. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Wait for customers to call the help desk
B) Call all customers that use the server
C) Troubleshoot the problem yourself
D) Inform the other help desk analysts

3. Which two characterize a successful negotiator? (Choose two.)

A) Viewed as a problem solver
B) Presents a plan of how to get the solution
C) Steps to the customers side for understanding
D) Focuses on the best solution

4. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?

A) Ask the customer if there is someone else in their organization for you to talk to
B) Find someone else who can understand the customer better
C) Inform the customer that you cannot understand them and there is nothing you can do to help them
D) Tell the customer you are having difficulty understanding them

5. In which two instances is it appropriate to use the customers first name? (choose two)

A) During the initial interaction with the customer
B) When you have established a good rapport with the customer
C) During informal communication
D) When the customer becomes irate

Solutions: