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HDI Help Desk Analyst (HDA) Sample Questions:

1. Place the Problem solving steps in order.

2. Which two are benefits of teamwork? (choose two)

A) More buy-in
B) Increased sympathy
C) Reduced flexibility
D) Higher motivation

3. Which three are characteristics of a good negotiator? (choose three)

A) Focuses on what is needed
B) Clearly identifies who/what is at fault
C) Presents multiple options
D) Develops realistic expectations

4. Which three approached help create a positive business reputation? (Choose three.)

A) When you hear complaints about your organization, change the subject
B) See what you can do to assist any co-worker who is unhappy or experiencing problems
C) Try to have a positive and memorable effect on every person you communicate with each day
D) Have a good attitude and never speak negatively about you organization

5. What is the first thing you should do if you think there is unlicensed software on computers at your company?

A) Notify IT/legal/security departments
B) Notify software vendor
C) Do nothing, everyone already knows
D) Notify industry piracy association

Solutions: