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  5. Help Desk Analyst (HDA) Questions and Answers

HD0-100 Help Desk Analyst (HDA) Questions and Answers

Questions 4

What are three key strengths of critical thinkers? (Choose three.)

Options:

A.

They are logical

B.

They are empathetic

C.

They are analytical

D.

They are organised

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Questions 5

Which question allows you to determine whether or not your customer is logged on to the network?

Options:

A.

Which drives are displayed on your computer?

B.

What is your login ID?

C.

Are you logged on to the network?

D.

Can you access e-mail?

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Questions 6

You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

Options:

A.

Suggest that the customer ask a peer

B.

Ask a peer

C.

Escalate the problem

D.

Use reference documentation

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Questions 7

Which three metrics would be affected by training? (Choose three.)

Options:

A.

Abandon rate

B.

Average call time

C.

After call work time

D.

First call resolution

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Questions 8

Which two are benefits of teamwork? (Choose two.)

Options:

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

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Questions 9

Which four statements about self-help materials are true? (Choose four.)

Options:

A.

Their location should be explained to employees

B.

They should be user-friendly

C.

They should contain accurate information

D.

They should be timely and relevant

E.

They should replace the need for instructor-led training

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Questions 10

Which two statements describe active listening? (Choose two.)

Options:

A.

Interrupt the caller to clarify statements

B.

Eliminate internal biases and negative thoughts

C.

Listen for ideas and images, not just words

D.

Place the caller on hold to take notes

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Questions 11

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

Options:

A.

Perform loop-back tests

B.

Run tests on automated intranet password reset system

C.

Conduct remote diagnostics on the network interface card (NIC)

D.

Perform PING, Telnet, and trace route tests

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Questions 12

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.)

Options:

A.

Ask the customer if a start button or disk icon appears on the screen

B.

Ask the customer if he is the only one who can print to this printer

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

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Questions 13

You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

Options:

A.

Determine priority/severity and collect/document the appropriate information

B.

Escalate to a manager to reassign the call

C.

Set a call back time and tell the customer you will review the call with an expert

D.

Inform the customer of the product limitations you are aware of, but assure them they will receive support

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Questions 14

An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

Options:

A.

The analyst calls the customer back to correct the information

B.

The analyst closes the call and moves to the next call

C.

The analyst has another analyst call the customer

D.

The analyst calls the customer back and blames the incorrect information on bad documentation

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Questions 15

What are three benefits of a change management process? (Choose three.)

Options:

A.

Pro-active communication

B.

Timely notification to affected parties

C.

Documentation of affected systems and processes

D.

Timely problem resolution

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Questions 16

Which two facts about customer satisfaction are true? (Choose two.)

Options:

A.

More customer contacts can be made over the phone than in person

B.

It is more costly to retain a customer than acquire a new one

C.

More customers are lost to poor service than poor product

D.

Customers form opinions about organisations based on contact with a small portion of that organisation

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Questions 17

Which two are effective techniques for dealing with stress? (Choose two.)

Options:

A.

Exercise and observe good nutrition practices

B.

Set realistic goals/objectives

C.

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

D.

Take long breaks

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Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Last Update: May 20, 2024
Questions: 116

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