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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Develop alternatives
B) Determine what the real need is
C) Inform the customer that the product is not supported
D) Apologies for not being able to assist the customer

2. For which two reasons is it important to have documented processes and procedures? (Choose two.)

A) Promotes adherence to policies
B) Identifies areas out of policy
C) Justification for not meeting customer expectations
D) Ensures consistent service

3. For which three reasons do companies implement security polices? (choose three)

A) Loss prevention
B) Legal mandate
C) Corporate responsibility
D) Lower costs

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

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

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

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

Solutions: