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HDI HD0-100 Help Desk Analyst (HDA) Exam Practice Test

Demo: 17 questions
Total 116 questions

Help Desk Analyst (HDA) Questions and Answers

Question 1

What does the abbreviation CTI stand for?

Options:

A.

Computer Telephony Integration

B.

Calls, Telephones, and Internet

C.

Customer Telephone Interface

D.

Customised Telephony Intelligence

Question 2

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

Options:

A.

E-mail an apology to the customer

B.

Instruct another analyst to conduct follow-up

C.

Wait and see if the customer calls back

D.

Notify your manager of the situation

Question 3

What is deductive reasoning?

Options:

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 4

Which three approaches help create a positive business reputation? (Choose three.)

Options:

A.

When you hear complaints about your organisation, change the subject

B.

See what you can do to assist any co-worker who is unhappy or experiencing problems

C.

Have a good attitude and never speak negatively about your organisation

D.

Try to have a positive and memorable effect on every person you communicate with each day

Question 5

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

Options:

A.

Notify software vendor

B.

Notify IT/legal/security departments

C.

Notify industry piracy association

D.

Do nothing, everyone already knows

Question 6

Which three techniques describe basic creative thinking? (Choose three.)

Options:

A.

Taking the complex approach

B.

Changing your perspective

C.

Looking beyond the evident

D.

Developing alternatives

Question 7

What are three techniques of active listening? (Choose three.)

Options:

A.

Concentrating

B.

Acknowledging the customer

C.

Taking notes

D.

Researching the problem

Question 8

For which two reasons do help desk's log all calls? (Choose two.)

Options:

A.

Measure frequency of calls

B.

Prove the help desk is right

C.

Provide an audit trail of activities

D.

Allows ticket monitoring

Question 9

Which statement best describes communication within a positive work environment?

Options:

A.

Peer-to-peer communication works best within the department

B.

Managers are responsible for initiating vertical communication

C.

Communication among all members of the organisation is maximised

D.

E-mail and automated communications mediums are used extensively

Question 10

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

Options:

A.

Raise your voice when asking questions

B.

Empathise with the customer

C.

Regularly use the customer's first name

D.

Tell the customer to "snap out of it"

Question 11

A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

Options:

A.

Transfer the call to a more experienced analyst

B.

Begin troubleshooting

C.

Repeat back to the customer what you thought you heard

D.

Ask the customer to repeat the problem back to you

Question 12

You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

Options:

A.

Instruct another analyst to conduct follow-up

B.

E-mail an apology to the customer

C.

Notify your manager of the situation

D.

Wait and see if the customer calls back

Question 13

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

Options:

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 14

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

Options:

A.

Good team morale

B.

Lack objectives

C.

Independence

D.

Lack of ownership

Question 15

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

Options:

A.

You rely on the obvious

B.

You use the same tools

C.

You are open to learning

D.

You offer more options

Question 16

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

Options:

Question 17

Which three are common characteristics of successful teams? (Choose three.)

Options:

A.

Clear understanding of goals/objectives

B.

Conform to group pressure and viewpoint

C.

Share a high level of mutual trust

D.

Possess relevant technical skills

Demo: 17 questions
Total 116 questions