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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Operational Effectiveness
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Incident and Problem Management | - Support Process Management
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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. 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.
- B. Allow me to check this further, I will call you at 10:00 with an update.
- C. I have the information. I will get back to you as soon as possible.
- D. Let me research this, I will call you back as soon as I have a resolution.
Correct Answer: B 🗳️
What is unstructured information gathering? (Choose 1)
- A. Asking questions in a free-form manner.
- B. Using open questions to get customers to talk.
- C. Identifying what happened vs. what was expected.
- D. Not using acronyms and speaking at the customer's level.
Correct Answer: A 🗳️
What are three characteristics of effective leaders? (Choose three)
- A. They closely monitor the team.
- B. They delegate responsibility effectively.
- C. They practice and encourage fairness.
- D. They are able to execute plans.
Correct Answer: B,C,D 🗳️
What are the two most important requirements for ensuring successful change management? (Choose 2)
- A. Administrative staff support.
- B. Change management authorisation and approval.
- C. Meeting ISO9000 documentation standards
- D. IT approved changes.
- E. Buy-in of affected stakeholders.
Correct Answer: B,E 🗳️
What are the two most important points to remember in order to manage a call successfully? (Choose two)
- A. Use the same terminology as the customer.
- B. Create a problem-solving work-flow.
- C. Give the customer something to do.
- D. Clearly document the situation and the steps taken.
Correct Answer: A,D 🗳️
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