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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What is the error code you see?
B) What were the circumstances that led to this situation?
C) Have you ever had this error before?
D) Have you spoken with the systems administrator?

2. What is a purpose of self-help technology? (Choose 1)

A) To maintain customers reliance on the help desk.
B) To help make best use of available staff.
C) To encourage a higher call volume.
D) To help build rapport between support staff and customers.

3. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective highlighting of individual shortcomings.
B) Effective demands for respect for your expertise.
C) Effective discouragement of humour.
D) Effective facilitation.
E) Effective meeting management.

4. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Call logging system.
B) Spreadsheet.
C) ACD (Automatic Call Distributor).
D) Instant messaging.

5. What are three characteristics of effective leaders? (Choose three)

A) They closely monitor the team.
B) They practice and encourage fairness.
C) They are able to execute plans.
D) They delegate responsibility effectively.

Solutions: