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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three network outages should be assigned a high priority? (choose three)

A) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
B) Customers report that they cannot receive credit card payments due to network connectivity loss
C) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
D) Fifteen database developers have no network connectivity in their area of the building or floor

2. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Shared management responsibilities
C) Shared information between departments within your organization
D) Treatment of others in your organization as if they were your customer

3. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) Abandon rate
B) Call return rate
C) Capture rate
D) First call resolution rate

4. Which statement about service level agreements (SLAs) is true?

A) SLAs are used to document customer and service provider expectations
B) SLAs are used to document customer expectations only
C) SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
D) SLAs are used to document service provider expectations only

5. Which three are the most common type of network problems? (Choose three.)

A) System will not reboot
B) Users cannot reach connected devices, i.e., PC, servers, workstations
C) Segment or ring does not respond, traffic limited, no workaround
D) Collisions, congestion, and delays

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