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Exam Name: HDI qualified help desk analyst(hda)
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QQ0-100 Dumps PDF Total Q&A: 116 Questions and Answers
Last Update: 2014-06-08
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NO.1 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services, and personnel
Answer: BD
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NO.2 What is the primary role of support service?
A. To track problems and bugs
B. To provide quality assistance
C. To provide technical resolutions
D. To provide the customer with a knowledge-base
Answer: B
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NO.3 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: AB
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NO.4 For which two reasons do help desk's log all calls? (Choose two.)
A. Allows ticket monitoring
B. Measure frequency of calls
C. Prove the help desk is right
D. Provide an audit trail of activities
Answer: BD
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NO.5 What should you do to assess a customer level of knowledge? What should you do to assess a
customer? level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: A
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NO.6 Which two organisational characteristics are typically found in a supportive workplace environment?
(Choose two.)
A. High employee morale
B. Low employee turnover
C. High adherence to policies
D. Low superior-subordinate interaction
Answer: AB
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NO.7 A customer calls with a printing problem. You start the troubleshooting process by asking some simple
questions. The customer admits that this is his first time using a computer Which three questions should
be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this printer
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other applications
D. Guide the customer through checking the printer connection and making sure the power is turned on
Answer: ACD
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NO.8 An analyst has conveyed incorrect information to a customer. Which action demonstrates personal
accountability?
A. The analyst has another analyst call the customer
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back to correct the information
D. The analyst calls the customer back and blames the incorrect information on bad documentation
Answer: C
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