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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

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

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

Question 2

What is inductive reasoning?

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

Question 3

Which three are common characteristics of successful teams? (Choose three.)

A. Conform to group pressure and viewpoint
B. Share a high level of mutual trust
C. Possess relevant technical skills
D. Clear understanding of goals/objectives

Question 4

Place each style next to its attribute.

Question 5

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A. Reset the customer expectation for low severity problems
B. Record the problem as a low severity
C. Refer the customer to the service level agreement (SLA)
D. Assess the technical and business issues and negotiate until you and the customer agree

Solutions: