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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Explain why their problem happened in the first place.
B) Tell them that the group at fault for the complaint they made will contact them.
C) Listen to them, document all the details, and ensure that it is followed up.
D) Apologise, thank them for calling and close the call.

2. What is a purpose of self-help technology? (Choose 1)

A) To encourage a higher call volume.
B) To maintain customers reliance on the help desk.
C) To help make best use of available staff.
D) To help build rapport between support staff and customers.

3. 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.

4. Which is the best example of a problem statement? (Choose 1)

A) The application is not meeting customer expectations. They are writing to the IT manager to complain.
B) A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
C) During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
D) An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.

5. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What were the circumstances that led to this situation?
B) Have you spoken with the systems administrator?
C) Have you ever had this error before?
D) What is the error code you see?

Solutions: