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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Logical analysis.
C) Structured information gathering.
D) Unstructured information gathering.

2. What is the most effective method for ticket monitoring? (Choose 1)

A) Live service observations.
B) Service Level Agreements.
C) Follow up calls or surveys.
D) Monthly Change reports.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer if there is someone else who speaks your language more fluently who could assist.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Tell the customer you will send him a user manual.
D) Ask the customer to email you instead.

4. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Use the same terminology as the customer.
C) Clearly document the situation and the steps taken.
D) Give the customer something to do.

5. Which three activities are characteristic of critical thinkers? (Choose three)

A) To implement.
B) To redesign.
C) To remodel.
D) To improve.

Solutions: