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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident and Problem Management | - Support Process Management
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 4: Service Desk Operations | - Operational Effectiveness
|
| Topic 5: Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)
A) Designing a flow chart of required components.
B) Estimating the number of required help desk personnel.
C) Installing a knowledge database.
D) Estimating the number of expected calls.
2. Which are the two most important qualities required for effective leadership? (Choose two)
A) the ability to exert absolute authority at all times.
B) the ability to encourage accountability and ownership.
C) the demonstration of and support for fairness.
D) the avoidance of arguments within the group.
3. 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) Let me research this, I will call you back as soon as I have a resolution.
B) 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.
C) Allow me to check this further, I will call you at 10:00 with an update.
D) I have the information. I will get back to you as soon as possible.
4. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)
A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Ask the customer to email you instead.
D) Tell the customer you will send him a user manual.
5. What are the two most important points to remember in order to manage a call successfully? (Choose two)
A) Use the same terminology as the customer.
B) Give the customer something to do.
C) Create a problem-solving work-flow.
D) Clearly document the situation and the steps taken.
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: B,C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A,D |
