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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Department managers
B) Executive management
C) Everyone
D) Human resources

2. Which statement best describes logical problem solving?

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

3. Which three approached help create a positive business reputation? (Choose three.)

A) When you hear complaints about your organization, change the subject
B) Try to have a positive and memorable effect on every person you communicate with each day
C) Have a good attitude and never speak negatively about you organization
D) See what you can do to assist any co-worker who is unhappy or experiencing problems

4. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Ask the customer if he is married
B) Explain how the help desk benefits the customer
C) Explain to the customer what you just did
D) Ask the customer where he resides

5. Place each style next to its attribute.

Solutions: