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. Which statement best describes logical problem solving?

A) Applying a project management approach
B) Organizing a problem into a series of rational, orderly steps
C) Finding a workaround in the shortest possible time
D) A reactive process

2. What is deductive reasoning?

A) Reasoning based on logic and analysis
B) Reasoning based on experience and intuition
C) Reasoning based on analysis and experience
D) Reasoning based on intuition and process of elimination

3. What is paraphrasing?

A) Using lots of long words when speaking to A customer
B) Repeating what the customer says using your own words
C) Telling the customer what they meant to say
D) Repeating what the customer says in their words

4. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A) Suggest that the customer ask a peer
B) Escalate the problem
C) Ask a peer
D) Use reference documentation

5. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

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

Solutions: