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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) Low superior-subordinate interaction
B) High adherence to policies
C) High employee morale
D) Low employee morale

2. What are three reasons for providing consistent service? (Choose three.)

A) To ensure a commitment to excellence
B) To ensure empathy to customer needs
C) To guarantee professionalism
D) To instill confidence in your customer

3. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They reveal how the help desk is perceived by the customer
C) They determine the percentage of first call resolution (FCR)
D) They reveal what abandon rate is acceptable

4. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A) Be less time-disciplined
B) Project confidence
C) Stay on target
D) Focus on the facts
E) Slow the pace

5. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify industry piracy association
B) Notify software vendor
C) Notify IT/legal/security departments
D) Do nothing, everyone already knows

Solutions: