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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement best describes logical problem solving?

A) A reactive process
B) Organizing a problem into a series of rational, orderly steps
C) Applying a project management approach
D) Finding a workaround in the shortest possible time

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

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

3. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Human resources
B) Everyone
C) Executive management
D) Department managers

4. Which two are effective techniques for dealing with stress? (Choose two.)

A) Exercise and observe good nutrition practices
B) Set realistic goals/objectives
C) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
D) Take long breaks

5. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Wait for customers to call the help desk
B) Call all customers that use the server
C) Troubleshoot the problem yourself
D) Inform the other help desk analysts

Solutions: