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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Prioritise possible causes of the problem.
B) Identify customer assumptions.
C) Validate the problem statement.
D) Identify possible causes of the problem.

2. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

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

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

4. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Completing one job before starting the next one.
C) Delegating all responsibility along with all tasks.
D) Starting tasks and handing them to subordinates to complete.

5. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective meeting management.
B) Effective discouragement of humour.
C) Effective demands for respect for your expertise.
D) Effective facilitation.
E) Effective highlighting of individual shortcomings.

Solutions: