HD0-100 Help Desk Analyst (HDA) Questions and Answers

To provide the customer with a knowledge-base

To provide technical resolutions

To provide quality assistance

To track problems and bugs

Be confident

Be enthusiastic, but natural

Be efficient

Be talkative

Be agreeable to all customer opinions

Good team morale

Lack objectives

Lack of ownership

Independence

Office location

Personnel records

Proprietary information

Payroll information

Try to have a positive and memorable effect on every person you communicate with each day

See what you can do to assist any co-worker who is unhappy or experiencing problems

When you hear complaints about your organisation, change the subject

Have a good attitude and never speak negatively about your organisation

Exercise and observe good nutrition practices

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Take long breaks

Finding a workaround in the shortest possible time

Organising a problem into a series of rational, orderly steps

Applying a project management approach

A reactive process

Taking the complex approach

Changing your perspective

Looking beyond the evident

Developing alternatives

It provides comprehensive information on proprietary applications

It is inexpensive to purchase

It provides comprehensive information on commonly used hardware and software

It is inexpensive to update

Ask the customer if a start button or disk icon appears on the screen

Ask the customer if he is the only one who can print to this printer

Ask the customer if he has experienced any problems recently with any other applications

Guide the customer through checking the printer connection and making sure the power is turned on

Perform loop-back tests

Run tests on automated intranet password reset system

Conduct remote diagnostics on the network interface card (NIC)

Perform PING, Telnet, and trace route tests

Customer should be prepared to actively listen

Analyst adjusts to customer pace and competence level Analyst adjusts to customer? pace and competence level

Analyst uses business language

Analyst asks clarifying questions

Slow the pace

Focus on the facts

Project confidence

Stay on target

Be less time-disciplined

The analyst calls the customer back to correct the information

The analyst closes the call and moves to the next call

The analyst has another analyst call the customer

The analyst calls the customer back and blames the incorrect information on bad documentation