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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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

2. 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

3. 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

4. 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

5. Place each style next to its attribute.

Solutions: