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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)

A) High employee morale
B) Low superior-subordinate interaction
C) High adherence to policies
D) Low employee morale

3. What is a key benefit of establishing effective inter-departmental relationship?

A) Management involvement is separate from individual involvement
B) Diversity of skill sets is minimized
C) Rapport among organization members is established
D) Recognition of individual department efforts is not required

4. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) Customers report that they cannot receive credit card payments due to network connectivity loss
C) Fifteen database developers have no network connectivity in their area of the building or floor
D) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center

5. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average speed of answer
B) Average capture time
C) Average talk time
D) Average call time

Solutions: