HDI HD0-100 - Help Desk Analyst (HDA) Exam
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Total 116 questions
Question #6 (Topic: )
You are working as a help desk analyst and receive a call from the network administrator
informing you that a server is down. Which action should you perform first?
informing you that a server is down. Which action should you perform first?
A. Inform the other help desk analysts
B. Troubleshoot the problem yourself
C. Call all customers that use the server
D. Wait for customers to call the help desk
Answer: A
Question #7 (Topic: )
You are having a trouble understanding a customer with a strong accent. The first thing you
should do is ______?
should do is ______?
A. Find someone else who can understand the customer better
B. Ask the customer is there is someone else in their organisation for you to talk to
C. Inform the customer that you cannot understand them and there is nothing you can do to help them
D. Tell the customer you are having difficulty understanding them
Answer: D
Question #8 (Topic: )
What are three key strengths of critical thinkers? (Choose three.)
A. They are logical
B. They are empathetic
C. They are analytical
D. They are organised
Answer: A,C,D
Question #9 (Topic: )
A customer calls with a critical problem for a product that is no longer supported by the help
desk. What do you do? (Choose two.)
desk. What do you do? (Choose two.)
A. Determine what the real need is
B. Develop alternatives
C. Inform the customer that the product is not supported
D. Apologise for not being able to assist the customer
Answer: A,B
Question #10 (Topic: )
Which metric indicates how long a customer has to wait before talking to an analyst?
A. Average talk time
B. Average call time
C. Average speed of answer
D. Average capture time
Answer: C
