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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Restating
C) Style
D) Vocabulary

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

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

3. 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) Fifteen database developers have no network connectivity in their area of the building or floor
C) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
D) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours

4. Which statement best describes communication within a positive work environment?

A) Peer-to -peer communication works best within the department
B) E-mail and automate communications mediums are used extensively
C) Communication among all members of the organization is maximized
D) Managers are responsible for initiating vertical communication

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

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

Solutions: