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Help Desk Analyst (HDA)

Exam Details

  • Exam Code
    :HD0-100
  • Exam Name
    :Help Desk Analyst (HDA)
  • Certification
    :HDI World wide Certification
  • Vendor
    :HDI
  • Total Questions
    :116 Q&As
  • Last Updated
    :

HDI HDI World wide Certification HD0-100 Questions & Answers

  • Question 1:

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

    A. Which drives are displayed on your computer?

    B. What is your login ID?

    C. Are you logged on to the network?

    D. Can you access e-mail?

  • Question 2:

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

    A. What is your login ID?

    B. Are you logged on to the network?

    C. Can you access e-mail?

    D. Which drives are displayed on your computer?

  • Question 3:

    Which two are characteristics of unsuccessful teams? (Choose two.)

    A. Good team morale

    B. Lack objectives

    C. Lack of ownership

    D. Independence

  • Question 4:

    What is deductive reasoning?

    A. Reasoning based on experience and intuition

    B. Reasoning based on analysis and experience

    C. Reasoning based on intuition and process of elimination

    D. Reasoning based on logic and analysis

  • Question 5:

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

    A. Abandon rate

    B. Average call time

    C. After call work time

    D. First call resolution

  • Question 6:

    Which statement best describes logical problem solving?

    A. Finding a workaround in the shortest possible time

    B. Organising a problem into a series of rational, orderly steps

    C. Applying a project management approach D. A reactive process

  • Question 7:

    What are three obstructions to active listening? (Choose three.)

    A. Prior knowledge

    B. Positive reinforcement

    C. Emotional carry-over

    D. Situational constraints

  • Question 8:

    What is inductive reasoning?

    A. Reasoning based on experience and intuition

    B. Reasoning based on logic and analysis

    C. Reasoning based on intuition and process of elimination

    D. Reasoning based on analysis and experience

  • Question 9:

    Which two techniques are used to match a caller's style? (Choose two.)

    A. Style

    B. Paraphrasing

    C. Restating

    D. Vocabulary

  • Question 10:

    What is the first thing you should do if you think there is unlicensed software on computers at your company?

    A. Notify software vendor

    B. Notify IT/legal/security departments

    C. Notify industry piracy association

    D. Do nothing, everyone already knows

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