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HDI Help Desk Analyst (HDA) Sample Questions:

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

A) Notify industry piracy association
B) Do nothing, everyone already knows
C) Notify software vendor
D) Notify IT/legal/security departments

2. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst calls the customer back to correct the information
B) The analyst calls the customer back and blames the incorrect information on bad documentation
C) The analyst closes the call and moves to the next call
D) The analyst has another analyst call the customer

3. Which three skills should a network administrator's skill set include? (choose three)

A) Perform loop-back tests
B) Run tests on automated internet password reset system
C) Conduct remote diagnostics on the network interface card
D) Perform PING, Telnet, and trace route tests

4. In which two instances is it appropriate to use the customers first name? (choose two)

A) During informal communication
B) When you have established a good rapport with the customer
C) When the customer becomes irate
D) During the initial interaction with the customer

5. What is inductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on intuition and process of elimination
C) Reasoning based on logical and analysis
D) Reasoning based on experience and intuition

Solutions: