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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are the two most important qualities required for effective leadership? (Choose two)

A) the demonstration of and support for fairness.
B) the ability to exert absolute authority at all times.
C) the ability to encourage accountability and ownership.
D) the avoidance of arguments within the group.

2. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Agree with everything everyone says.
B) Participate in and encourage communication.
C) Take exclusive responsibility for projects.
D) Demonstrate individual responsibility.

3. Which are the two most important qualities required for effective leadership? (Choose two)

A) the demonstration of and support for fairness.
B) the ability to exert absolute authority at all times.
C) the ability to encourage accountability and ownership.
D) the avoidance of arguments within the group.

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

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

5. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Trend and analyse the number of password reset requests received at the help desk.
B) Review the software with the customer user group.
C) Work with IT to implement the software.
D) Download the software and prototype with the help desk.

Solutions: