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Help Desk Analyst (HDA)

Last Update 21 hours ago Total Questions : 116

The Help Desk Analyst (HDA) content is now fully updated, with all current exam questions added 21 hours ago. Deciding to include HD0-100 practice exam questions in your study plan goes far beyond basic test preparation.

You'll find that our HD0-100 exam questions frequently feature detailed scenarios and practical problem-solving exercises that directly mirror industry challenges. Engaging with these HD0-100 sample sets allows you to effectively manage your time and pace yourself, giving you the ability to finish any Help Desk Analyst (HDA) practice test comfortably within the allotted time.

Question # 4

What is the number one goal of support services?

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked

Question # 5

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

Question # 6

In which two instances is it appropriate to use the customers first name? (Choose two.)

A.

During the initial interaction with the customer

B.

When the customer becomes irate

C.

During informal communication

D.

When you have established a good rapport with the customer

Question # 7

What is paraphrasing?

A.

Using lots of long words when speaking to a customer

B.

Telling the customer what they meant to say

C.

Repeating what the customer says using your own words

D.

Repeating what the customer says in their words

Question # 8

Which topologies are used to provide interconnectivity between networks?

A.

RS-232, Analogue, and Voice

B.

T-1s, ISDN, and Mainframe

C.

Ethernet, Fibre Optic, and Token Ring

D.

TCP/IP, UNIX, and IPX/SPX

Question # 9

What is a key benefit of using a web site for reference?

A.

It provides private access

B.

It provides searchable topic fields

C.

It is printable

D.

It is computer-based

Question # 10

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.)

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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