Exam Name: HDI Qualified Help Desk Senior Analyst
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service and Support Skills | - Customer interaction management
|
| Topic 2: Incident Management and Troubleshooting | - Problem-solving techniques
|
| Topic 3: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 4: Service Desk Operations | - Tools and systems
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: D 🗳️
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.
Correct Answer: D 🗳️
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.
Correct Answer: A,B 🗳️
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.
Correct Answer: A 🗳️
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.
Correct Answer: A,D 🗳️
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