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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
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Incident and Problem Management | - Support Process Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. How can the help desk be of strategic benefit to the organisation? (Choose one)
A) It increases staff levels.
B) It ensures that customers speak only to the help desk personnel.
C) It is a useful source of information.
D) It ensures rigid adherence to operational policies.
2. Which is the best example of a problem statement? (Choose 1)
A) A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
B) An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
C) The application is not meeting customer expectations. They are writing to the IT manager to complain.
D) During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
3. What is the key benefit of root cause analysis? (Choose 1)
A) Better knowledge management procedures.
B) Calls for specific types of problem can be reduced or eliminated.
C) Cost and expense can be justified.
D) The cost per problem is reduced.
4. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)
A) They bite their fingernails.
B) They have a pallid complexion.
C) They seem tense and often have white knuckles.
D) They often seem short of breath.
E) They have a new wardrobe of clothes.
5. Why is it important to record and analyse customer complaints? (Choose 1)
A) To prove that other IT groups are meeting customer expectations.
B) To gain insight into customer perceptions.
C) To demonstrate that customers are not aware of service level agreements.
D) To identify customers who are never satisfied.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C,D | Question # 5 Answer: B |
