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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three metrics would be affected by training? (choose three)

A) After call work time
B) Abandon rate
C) First call resolution
D) Average call time

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

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

3. Which question allows you to determine whether or not your customer is logged on to the network?

A) What is your login ID?
B) Which drives are displayed on your computer?
C) Can you access e-mail?
D) Are you logged on to the network?

4. What is the number one goal of support services?

A) To give technical support to anyone who calls
B) To obtain information for any questions that are asked
C) To keep the customer performing at the highest level possible
D) To resolve all calls requiring technical support

5. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)

A) Use reference documentation
B) Escalate the problem
C) Suggest that the customer ask a peer
D) Ask a peer

Solutions: