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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which three techniques describe basic creative thinking? (choose three)

A) Looking beyond the evident
B) Talking the complex approach
C) Changing your perspective
D) Developing alternatives

2. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have exhausted all your available resources
B) When you have little or no experience with the problem
C) When the customer requests it
D) When the service level agreement (SLA) requires it

3. What are three benefits of a change management process? (Choose three.)

A) Timely notification to affected parties
B) Pro-active communication
C) Timely problem resolution
D) Documentation of affected systems and processes

4. What is the key benefit of a positive work environment?

A) Management involvement is separated from individual involvement
B) The need for recognition of individual effort is minimized
C) Rapport among team members is increased
D) Diversification of skill sets is minimized

5. Place the Problem solving steps in order.

Solutions: