HDI Help Desk Analyst (HDA) : HD0-100

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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three techniques describe basic creative thinking? (choose three)

A) Changing your perspective
B) Developing alternatives
C) Talking the complex approach
D) Looking beyond the evident

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

A) Provide an audit trail of activities
B) Prove the help desk is right
C) Measures frequency of calls
D) Allows ticket monitoring

3. 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, but are neither internal nor external to the processing unit
C) Devices that are connected to the computer and become the processing unit
D) Devices that are connected to the computer, but are external in relationships to the processing unit

4. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be efficient
B) Be talkative
C) Be agreeable to all customers opinions
D) Be enthusiastic, but natural
E) Be confident

5. Which topologies are used to provide interconnectivity between networks?

A) T-1s, ISDN, and Mainframe
B) RS-232, Analogue, and Voice
C) TCP/IP, UNIX, and IPX/SPX
D) Ethernet, Fiber Optic, and Token Ring

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