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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three skills should a network administrator's skill set include? (choose three)

A) Perform PING, Telnet, and trace route tests
B) Conduct remote diagnostics on the network interface card
C) Run tests on automated internet password reset system
D) Perform loop-back tests

2. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Shared management responsibilities
C) Shared information between departments within your organization
D) Treatment of others in your organization as if they were your customer

3. Which statement best describes logical problem solving?

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

4. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A) Work/problem ticket request pages
B) Frequently asked questions (FAQs)
C) Knowledge databases
D) Corporate home pages

5. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts work through lunch
B) Analysts work with specific customer issues
C) Analysts take part the decision-making process
D) Analysts attend Help Desk meetings

Solutions: