HDI HD0-100 : Help Desk Analyst (HDA)

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HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer satisfaction survey is important because it obtains information about_____.

A) The customer base
B) Customer service performance
C) Individual analyst performance
D) Management performance

2. Why are customer satisfaction surveys important?

A) They determine the percentage of first call resolution (FCR)
B) They reveal what abandon rate is acceptable
C) They reveal how the help desk is perceived by the customer
D) They determine what level of support the customer is receiving

3. Which three skills should a network administrator's skill set include? (choose three)

A) Conduct remote diagnostics on the network interface card
B) Run tests on automated internet password reset system
C) Perform PING, Telnet, and trace route tests
D) Perform loop-back tests

4. Which topologies are used to provide interconnectivity between networks?

A) TCP/IP, UNIX, and IPX/SPX
B) Ethernet, Fiber Optic, and Token Ring
C) RS-232, Analogue, and Voice
D) T-1s, ISDN, and Mainframe

5. Which three policies assist analysts with managing their time? (Choose three.)

A) Scheduled break times
B) Resolved tickets per day
C) Average talk time expectations
D) Shift start and end times

Solutions: