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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) Collisions, congestion, and delays
D) Segment or ring does not respond, traffic limited, no workaround

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

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

3. Place each style next to its attribute.

4. What should you do to assess A customer level of knowledge?

A) Assume the customer has a basic level of knowledge
B) Ask open questions
C) Ask closed questions
D) Provide more detailed explanations

5. Which statement best describes logical problem solving?

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

Solutions: