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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) RS-232, Analogue, and Voice
D) Ethernet, Fiber Optic, and Token Ring

2. Place each style next to its attribute.

3. Which three skills should a network administrator's skill set include? (choose three)

A) Conduct remote diagnostics on the network interface card
B) Perform PING, Telnet, and trace route tests
C) Perform loop-back tests
D) Run tests on automated internet password reset system

4. Which statement best describes communication within a positive work environment?

A) E-mail and automate communications mediums are used extensively
B) Peer-to -peer communication works best within the department
C) Communication among all members of the organization is maximized
D) Managers are responsible for initiating vertical communication

5. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Empathize with the customer
B) Tell the customer to "snap out of it"
C) Raise your voice when asking questions
D) Regularly use the customer's first name

Solutions: