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HDI Help Desk Analyst (HDA) Sample Questions:

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

A) Are you logged on to the network?
B) Which drives are displayed on your computer?
C) Can you access e-mail?
D) What is your login ID?

2. What are peripheral devices?

A) Devices that are connected to the computer and are internal in relationship to the processing unit
B) Devices that are connected to the computer and become the processing unit
C) Devices that are connected to the computer, but are external in relationships to the processing unit
D) Devices that are connected to the computer, but are neither internal nor external to the processing unit

3. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Everyone
B) Human resources
C) Executive management
D) Department managers

4. In which three ways can you create a positive image of your organization? (choose three)

A) Provide consistent and fair services
B) Display sensitivity to the feelings of your customers
C) Respond to customers in a timely fashion
D) Follow all call-flow procedures

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

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

Solutions: