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HDI Help Desk Analyst (HDA) : HD0-100
- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Q & A: 116 Questions and Answers
About HDI Help Desk Analyst (HDA) : HD0-100 Exam
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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Skills | - Customer interaction best practices - Communication fundamentals - Managing difficult customers |
| Problem Solving and Troubleshooting | - Escalation procedures - Basic troubleshooting methodology |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
HDI Help Desk Analyst (HDA) Sample Questions:
Question #1
For which two reasons is it important to have documented processes and procedures? (Choose two.)
- A. Ensures consistent service
- B. Justification for not meeting customer expectations
- C. Promotes adherence to policies
- D. Identifies areas out of policy
Answer: A,C
Question #2
What is the most commonly used technology in the support center?
- A. E-mail
- B. Remote control
- C. Telephony
- D. Self-help
Answer: A
Question #3
Which three are benefits of a call management system? (Choose three.)
- A. The analyst is able to log the customers problem
- B. The analyst is able to view the customers contact information
- C. The analyst is able to view the customers password information
- D. The analyst is able to view the customers call history
Answer: A,B,D
Question #4
Place each style next to its attribute.
Answer:
Question #5
Which two are benefits of teamwork? (choose two)
- A. Increased sympathy
- B. More buy-in
- C. Higher motivation
- D. Reduced flexibility
Answer: B,C
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