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HDI QQ0-100 Exam
QQ0-100 Help Desk Analyst (HDA) (Page 4 )

Updated On: 1-Feb-2026
Page 4 of 25
PDF with 116 Questions

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

  1. Perform loop-back tests
  2. Run tests on automated intranet password reset system
  3. Conduct remote diagnostics on the network interface card (NIC)
  4. Perform PING, Telnet, and trace route tests

Answer(s): A,C,D



Which three network outages should be assigned a high priority? (Choose three.)

  1. Customers report that they cannot receive credit card payments due to network connectivity loss
  2. Fifteen database developers have no network connectivity in their area of the building or floor
  3. A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours
  4. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre

Answer(s): A,B,D



What is the primary role of support service?

  1. To provide technical resolutions
  2. To track problems and bugs
  3. To provide the customer with a knowledge-base
  4. To provide quality assistance

Answer(s): D



A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

  1. Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems
  2. Refer the customer to the service level agreement (SLA)
  3. Assess the technical and business issues and negotiate until you and the customer agree
  4. Record the problem as a low severity

Answer(s): C



What is a key benefit of establishing effective inter-departmental relationships?

  1. Diversity of skill sets isminimised
  2. Recognition of individual department effort is not required
  3. Management involvement is separate from individual involvement
  4. Rapport amongorganisation members is established

Answer(s): D



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