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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident and Problem Management | - Support Process Management
|
| Topic 2: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 3: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 4: Service Desk Operations | - Operational Effectiveness
|
| Topic 5: Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: A 🗳️
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.
Correct Answer: D 🗳️
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.
Correct Answer: B 🗳️
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.
Correct Answer: A,C 🗳️
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.
Correct Answer: C 🗳️
Baron 
Montague 
Lesley 
Kelly 
Hiram 
Malcolm 
Edwiin 
Athena 
Lewis 
Earl 
Edison 
Edward 
Randolph 
Moses 
Francis 
