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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 2: Service Desk Operations | - Operational Effectiveness
|
| Topic 3: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Incident and Problem Management | - Support Process Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: C 🗳️
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.
Correct Answer: C 🗳️
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 🗳️
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.
Correct Answer: C 🗳️
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?
Correct Answer: A 🗳️
Elliot 
Michael 
Brook 
Martina 
Jim 
Kerr 
Tammy 
Murray 
Meredith 
Ruby 
Hugh 
Hunter 
Webb 
Gabriel 
