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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
B) I have the information. I will get back to you as soon as possible.
C) Allow me to check this further, I will call you at 10:00 with an update.
D) Let me research this, I will call you back as soon as I have a resolution.

2. Which situation is typically addressed by a system administrator? (Choose 1)

A) Restoration of system backup files.
B) Network outages.
C) Poor database performance.
D) Quality monitoring corruption.

3. Which are two characteristics of active listeners? (Choose two)

A) They listen for, and recognise, emotion words.
B) They use the customer's name.
C) They demonstrate sympathy.
D) They avoid using verbal attends.

4. What are two disadvantages of self-help technology? (Choose two)

A) There can be a loss of personalised service.
B) It decreases customer dependency on the help desk.
C) It does not fully utilise support resources.
D) It requires regular maintenance.

5. What is the best definition of a mission statement? (Choose 1)

A) It is a description of the Service Desks /Help Desks marketing and sales strategies.
B) It is a description of the Service Desks /Help Desks means of producing revenue.
C) It is a description of the Service Desks /Help Desks purpose and reason for existence.
D) It is a description of the Service Desks /Help Desks past financial performance.

Solutions: