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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 2: Incident and Problem Management | - Support Process Management
|
| Topic 3: Service Desk Operations | - Operational Effectiveness
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)
A) Identify customer assumptions.
B) Prioritise possible causes of the problem.
C) Validate the problem statement.
D) Identify possible causes of the problem.
2. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)
A) A sycophantic approach.
B) A deductive approach.
C) A synergistic approach.
D) An inductive approach.
3. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)
A) Explain to the customer what will happen next.
B) Close the call.
C) Develop a multi-functional team to address the situation.
D) Ask your team colleagues to concentrate on this problem with you.
4. Which are two characteristics of active listeners? (Choose two)
A) They know the process for escalating a problem.
B) They restate/paraphrase to ensure understanding.
C) They understand that evidence and reasoning are critical.
D) They acknowledge the customer.
5. Which two business needs must be considered when allocating priorities? (Choose two)
A) The customers location.
B) The customers status.
C) Service level agreement commitments.
D) The impact on the business.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B,D | Question # 5 Answer: C,D |
