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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are effective techniques for dealing with stress? (Choose two.)

A) Set realistic goals/objectives
B) Take long breaks
C) Exercise and observe good nutrition practices
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

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

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

4. Which statement best describes logical problem solving?

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

5. In which three ways can you create a positive image of your organization? (choose three)

A) Follow all call-flow procedures
B) Respond to customers in a timely fashion
C) Display sensitivity to the feelings of your customers
D) Provide consistent and fair services

Solutions: