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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which are two characteristics of active listeners? (Choose two)

A) They know the process for escalating a problem.
B) They acknowledge the customer.
C) They understand that evidence and reasoning are critical.
D) They restate/paraphrase to ensure understanding.

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

4. A cross-functional team _____. (Choose 1)

A) Exists when members of a project team allow scope creep to divert the efforts of the team.
B) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
C) Utilises individuals from multiple groups to maintain an all-round view of a project.
D) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

5. Why is it important to record and analyse customer complaints? (Choose 1)

A) To prove that other IT groups are meeting customer expectations.
B) To demonstrate that customers are not aware of service level agreements.
C) To identify customers who are never satisfied.
D) To gain insight into customer perceptions.

Solutions: