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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are benefits of teamwork? (choose two)

A) More buy-in
B) Reduced flexibility
C) Increased sympathy
D) Higher motivation

2. What two considerations need to be made when sharing workspace? (Choose two.)

A) Maintain a clean environment
B) None, each person needs to take care of it themselves
C) Share only with persons with similar likes/dislikes
D) Discretion and courtesy when decorating

3. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Evaluate customer satisfaction with products, services and personnel
B) Identify changes to products, services and processes
C) Measure performance of individual analysts at the help desk
D) Determine management bonuses

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

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

5. What is inductive reasoning?

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

Solutions: