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

2. Place the network terms that are most related to one another and that provide similar functionality next to each other.

3. Which topologies are used to provide interconnectivity between networks?

A) TCP/IP, UNIX, and IPX/SPX
B) RS-232, Analogue, and Voice
C) T-1s, ISDN, and Mainframe
D) Ethernet, Fiber Optic, and Token Ring

4. What is the number one goal of support services?

A) To resolve all calls requiring technical support
B) To give technical support to anyone who calls
C) To keep the customer performing at the highest level possible
D) To obtain information for any questions that are asked

5. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Troubleshoot the problem yourself
B) Wait for customers to call the help desk
C) Call all customers that use the server
D) Inform the other help desk analysts

Solutions: