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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Skills | - Communication fundamentals - Managing difficult customers - Customer interaction best practices |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Place each style next to its attribute.
2. What are three characteristics of effective inter-departmental relationship?
A) Shared information between departments within your organization
B) Shared management responsibilities
C) Support of other departments even when they make a mistake
D) Treatment of others in your organization as if they were your customer
3. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
A) Escalate the problem
B) Ask a peer
C) Suggest that the customer ask a peer
D) Use reference documentation
4. What are peripheral devices?
A) Devices that are connected to the computer and are internal in relationship to the processing unit
B) Devices that are connected to the computer and become the processing unit
C) Devices that are connected to the computer, but are external in relationships to the processing unit
D) Devices that are connected to the computer, but are neither internal nor external to the processing unit
5. What is the first thing you should do if you think there is unlicensed software on computers at your company?
A) Notify IT/legal/security departments
B) Notify industry piracy association
C) Notify software vendor
D) Do nothing, everyone already knows
Solutions:
| Question # 1 Answer: Only visible for members | Question # 2 Answer: A,C,D | Question # 3 Answer: B,D | Question # 4 Answer: C | Question # 5 Answer: B |
