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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is deductive reasoning?

A) Reasoning based on experience and intuition
B) Reasoning based on analysis and experience
C) Reasoning based on intuition and process of elimination
D) Reasoning based on logic and analysis

2. Which three are benefits of a call management system? (Choose three.)

A) The analyst is able to view the customers password information
B) The analyst is able to view the customers contact information
C) The analyst is able to view the customers call history
D) The analyst is able to log the customers problem

3. What two considerations need to be made when sharing workspace? (Choose two.)

A) Share only with persons with similar likes/dislikes
B) Discretion and courtesy when decorating
C) Maintain a clean environment
D) None, each person needs to take care of it themselves

4. Place each style next to its attribute.

5. Place the Problem solving steps in order.

Solutions: