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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which topologies are used to provide interconnectivity between networks?

A) TCP/IP, UNIX, and IPX/SPX
B) T-1s, ISDN, and Mainframe
C) Ethernet, Fiber Optic, and Token Ring
D) RS-232, Analogue, and Voice

2. What is a key benefit of establishing effective inter-departmental relationship?

A) Management involvement is separate from individual involvement
B) Rapport among organization members is established
C) Diversity of skill sets is minimized
D) Recognition of individual department efforts is not required

3. What is the key benefit of using a web site for reference?

A) It provides private access
B) It is printable
C) It provides searchable topic fields
D) It is computer-based

4. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Results in customers calling less frequently
B) Keeps customers up-to-date on new applications
C) Helps customers make better decisions
D) Improves quality and accuracy

5. What is a key benefit of a knowledge-base system?

A) Increase call volume
B) Requires lower maintance
C) Decreases network traffic
D) Saves time and money

Solutions: