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HDI HD0-100 valid - in .pdf
- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Q & A: 116 Questions and Answers
- PDF Price: $49.99
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- Q & A: 116 Questions and Answers
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HDI HD0-100 valid - Testing Engine
- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Q & A: 116 Questions and Answers
- Software Price: $49.99
- Testing Engine
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Systematic troubleshooting methodology - Solution verification and closure |
| Topic 2: Customer Service & Communication | 25% | - Conflict resolution - Effective communication techniques - Managing customer expectations - Service principles and best practices |
| Topic 3: Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Topic 4: Technical Knowledge | 15% | - Software and application support - Computer hardware components - Operating systems basics - Networking fundamentals |
| Topic 5: Incident & Service Request Management | 30% | - Ticket logging and documentation - Service level agreements (SLAs) - Incident lifecycle and classification - Prioritization and escalation procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
Question #1
What are three components of CTI? (choose three)
- A. ACD
- B. Integration server
- C. NT domain server
- D. IVR
Answer: A,B,D
Question #2
Which topologies are used to provide interconnectivity between networks?
- A. RS-232, Analogue, and Voice
- B. T-1s, ISDN, and Mainframe
- C. TCP/IP, UNIX, and IPX/SPX
- D. Ethernet, Fiber Optic, and Token Ring
Answer: D
Question #3
In which three situations is escalating a call to management appropriate? (choose three)
- A. When the service level agreement (SLA) requires it
- B. When the customer requests it
- C. When you have exhausted all your available resources
- D. When you have little or no experience with the problem
Answer: A,B,C
Question #4
What is the key benefit of using a web site for reference?
- A. It provides private access
- B. It is computer-based
- C. It provides searchable topic fields
- D. It is printable
Answer: C
Question #5
What are three benefits of a change management process? (Choose three.)
- A. Pro-active communication
- B. Timely problem resolution
- C. Timely notification to affected parties
- D. Documentation of affected systems and processes
Answer: A,C,D
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