Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Topic 2: Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
| Topic 3: Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Topic 4: Customer Service Skills | - Customer interaction best practices - Managing difficult customers - Communication fundamentals |
HDI Help Desk Analyst (HDA) Sample Questions:
What are peripheral devices?
- A. Devices that are connected to the computer, but are external in relationships to the processing unit
- B. Devices that are connected to the computer and become the processing unit
- C. Devices that are connected to the computer and are internal in relationship to the processing unit
- D. Devices that are connected to the computer, but are neither internal nor external to the processing unit
What is the key benefit of using a web site for reference?
- A. It is printable
- B. It is computer-based
- C. It provides searchable topic fields
- D. It provides private access
What is inductive reasoning?
- A. Reasoning based on intuition and process of elimination
- B. Reasoning based on logical and analysis
- C. Reasoning based on experience and intuition
- D. Reasoning based on analysis and experience
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
- A. Evaluate customer satisfaction with products, services and personnel
- B. Determine management bonuses
- C. Measure performance of individual analysts at the help desk
- D. Identify changes to products, services and processes
Place each style next to its attribute.
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