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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which two business needs must be considered when allocating priorities? (Choose two)

A) The customers location.
B) The customers status.
C) The impact on the business.
D) Service level agreement commitments.

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

4. 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) I have the information. I will get back to you as soon as possible.
B) Allow me to check this further, I will call you at 10:00 with an update.
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.

5. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They have a new wardrobe of clothes.
B) They seem tense and often have white knuckles.
C) They bite their fingernails.
D) They have a pallid complexion.
E) They often seem short of breath.

Solutions: