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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. For which three reasons do companies implement security polices? (choose three)

A) Legal mandate
B) Loss prevention
C) Lower costs
D) Corporate responsibility

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) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
D) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center

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

A) The analyst has another analyst call the customer
B) The analyst closes the call and moves to the next call
C) The analyst calls the customer back to correct the information
D) The analyst calls the customer back and blames the incorrect information on bad documentation

5. Which statement about successful team players is true?

A) They encourage member input in decisions
B) They desire continued acceptance by the group
C) They impose ideas and values on others
D) They change attitudes to conform to group standards

Solutions: