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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What is the primary role of support service?

A) To track problems and bugs
B) To provide technical resolutions
C) To provide the customer with a knowledge-base
D) To provide quality assistance

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

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

3. What are three reasons for providing consistent service? (Choose three.)

A) To ensure empathy to customer needs
B) To ensure a commitment to excellence
C) To guarantee professionalism
D) To instill confidence in your customer

4. Which statement about successful team players is true?

A) They encourage member input in decisions
B) They desire continued acceptance by the group
C) They impose ideas and values on others
D) They change attitudes to conform to group standards

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

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

Solutions: