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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Operational Effectiveness
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Incident and Problem Management | - Support Process Management
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)
A) Trend and analyse the number of password reset requests received at the help desk.
B) Work with IT to implement the software.
C) Review the software with the customer user group.
D) Download the software and prototype with the help desk.
2. Which are two characteristics of active listeners? (Choose two)
A) They acknowledge the customer.
B) They understand that evidence and reasoning are critical.
C) They restate/paraphrase to ensure understanding.
D) They know the process for escalating a problem.
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) Allow me to check this further, I will call you at 10:00 with an update.
B) I have the information. I will get back to you as soon as possible.
C) 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.
D) Let me research this, I will call you back as soon as I have a resolution.
4. What are two benefits of having service continuity sites? (Choose 2)
A) They are located close to the company headquarters.
B) Service levels can be maintained.
C) The risk of the business failing is reduced/ removed.
D) Staff requirements are taken into account.
E) Personnel are transported in and out as required.
5. What is the best description of a business case? (Choose 1)
A) A shared business knowledge database.
B) An analysis of help desk activities.
C) A proposal for improvements to current business processes.
D) A briefcase.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,C | Question # 3 Answer: A | Question # 4 Answer: B,C | Question # 5 Answer: C |
