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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business and Organizational Awareness | - Support Organization Integration
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Service Desk Operations | - Operational Effectiveness
|
| Incident and Problem Management | - Support Process Management
|
| Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What are the three most important benefits to the customer of following help desk procedures? (Choose three)
A) Faster, more efficient service.
B) Fair and consistent treatment.
C) Traceability of help desk actions and activities.
D) Customers assign the priority.
2. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)
A) Validate the problem statement.
B) Identify possible causes of the problem.
C) Prioritise possible causes of the problem.
D) Identify customer assumptions.
3. What are three basic components of Computer Telephony Integration? (Choose three)
A) Service Level Agreements.
B) Automatic Call Distributor.
C) Integration Server
D) Interactive Voice Response.
4. Which three facilitate success in any process change? (Choose three)
A) Clear objectives.
B) New technology.
C) Employee acceptance.
D) New processes.
E) Management direction.
5. What two should be included in a disaster recovery (service continuity) plan? (Choose two)
A) Approval from Health and Safety.
B) Monthly statistics.
C) A process to activate the plan.
D) Finance details.
E) Personnel identification and training.
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A | Question # 3 Answer: B,C,D | Question # 4 Answer: A,C,E | Question # 5 Answer: C,E |
