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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a key benefit of a knowledge-base system?

A) Saves time and money
B) Requires lower maintance
C) Decreases network traffic
D) Increase call volume

2. 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.)

A) Tell the customer to "snap out of it"
B) Raise your voice when asking questions
C) Empathize with the customer
D) Regularly use the customer's first name

3. Which three are the most common type of network problems? (Choose three.)

A) Users cannot reach connected devices, i.e., PC, servers, workstations
B) System will not reboot
C) Collisions, congestion, and delays
D) Segment or ring does not respond, traffic limited, no workaround

4. Place the network terms that are most related to one another and that provide similar functionality next to each other.

5. Which three network outages should be assigned a high priority? (choose three)

A) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
B) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
C) Fifteen database developers have no network connectivity in their area of the building or floor
D) Customers report that they cannot receive credit card payments due to network connectivity loss

Solutions: