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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Open questions
B) Self-help systems
C) Closed questions
D) Paraphrasing

2. Which three media can be used to conduct surveys? (Choose three.)

A) E-mail
B) The Internet
C) Personal interviews
D) A suggestion box

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

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

4. Which statement about service level agreements (SLAs) is true?

A) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
B) SLAs are used to document customer expectations only
C) SLAs are used to document customer and service provider expectations
D) SLAs are used to document service provider expectations only

5. Place the Problem solving steps in order.

Solutions: