HDI HD0-100 Exam : Help Desk Analyst (HDA)

  • Exam Code: HD0-100
  • Exam Name: Help Desk Analyst (HDA)
  • Updated: May 29, 2026
  • Q & A: 116 Questions and Answers

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HDI Help Desk Analyst (HDA) Sample Questions:

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

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


2. Which two facts about customer satisfaction are true? (choose two)

A) It is more costly to retain A customer than acquire a new one
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) More customers are lost to poor service than poor product
D) More customer contacts can be made over the phone than in person


3. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Inform the customer that the product is not supported
B) Determine what the real need is
C) Apologies for not being able to assist the customer
D) Develop alternatives


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

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


5. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You offer more options
C) You rely on the obvious
D) You are open to learning


Solutions:

Question # 1
Answer: B,C,D
Question # 2
Answer: C,D
Question # 3
Answer: C,D
Question # 4
Answer: A
Question # 5
Answer: B,D

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