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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if he is the only one who can print to this server
B) Ask the customer if a start button or disk icon appears on the screen
C) Ask the customer if he has experienced any problems recently with any other applications
D) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

2. You are new to the 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) Use reference documentation
C) Ask a peer
D) Escalate the problem

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

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

4. What is inductive reasoning?

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

5. What is the primary role of support service?

A) To provide quality assistance
B) To provide the customer with a knowledge-base
C) To track problems and bugs
D) To provide technical resolutions

Solutions: