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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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) Allow me to check this further, I will call you at 10:00 with an update.
B) I have the information. I will get back to you as soon as possible.
C) 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.
D) Let me research this, I will call you back as soon as I have a resolution.

2. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you will send him a user manual.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Ask the customer to email you instead.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.

3. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Creative thinking.
B) Deductive reasoning.
C) Critical thinking.
D) Inductive reasoning.

4. What are the two key benefits of self help technology? (Choose 2)

A) It reduces calls in to the help desk.
B) It allows for longer wrap-up time.
C) It educates customers.
D) It reduces the need for technical support staff.

5. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a free-form manner.
B) Asking questions in a practiced manner.
C) Asking questions in a predetermined sequence.
D) Asking questions using a logical, methodical approach.

Solutions: