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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three are examples of common network components? (Choose 3)

A) Hubs.
B) Routers.
C) Token Ring.
D) Domain Name Servers.

2. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) What application are you trying to print from?
B) Is your printer LAN connected?
C) Is your printer networked?
D) Can anyone else print to the printer?

3. What are three characteristics of effective leaders? (Choose three)

A) They practice and encourage fairness.
B) They closely monitor the team.
C) They delegate responsibility effectively.
D) They are able to execute plans.

4. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They have a pallid complexion.
B) They seem tense and often have white knuckles.
C) They often seem short of breath.
D) They have a new wardrobe of clothes.
E) They bite their fingernails.

5. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Creative thinking.
B) Inductive reasoning.
C) Critical thinking.
D) Deductive reasoning.

Solutions: