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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service and Communication | - Customer Interaction Skills
|
| Incident and Problem Management | - Support Process Management
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Service Desk Operations | - Operational Effectiveness
|
| Business and Organizational Awareness | - Support Organization Integration
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What is the most effective method for ticket monitoring? (Choose 1)
A) Service Level Agreements.
B) Live service observations.
C) Follow up calls or surveys.
D) Monthly Change reports.
2. What are the two key benefits of self help technology? (Choose 2)
A) It reduces calls in to the help desk.
B) It allows for longer wrap-up time.
C) It reduces the need for technical support staff.
D) It educates customers.
3. Which two business needs must be considered when allocating priorities? (Choose two)
A) The customers status.
B) The customers location.
C) The impact on the business.
D) Service level agreement commitments.
4. Which three of the following items does a critical thinker apply? (Choose three)
A) Logical problem solving.
B) Organisation of a problem into a series of logical, orderly steps.
C) Recognition that ultimate authority rests with reason and evidence.
D) Rapid resolutions for all problems.
5. 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 spoken with the systems administrator?
D) Have you ever had this error before?
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,D | Question # 3 Answer: C,D | Question # 4 Answer: A,B,C | Question # 5 Answer: B |
