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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Operating system upgrades
C) Database installation
D) Application capacity planning

2. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Work with IT to implement the software.
B) Download the software and prototype with the help desk.
C) Review the software with the customer user group.
D) Trend and analyse the number of password reset requests received at the help desk.

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) Inductive reasoning.
D) Critical thinking.

4. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Asking questions in a free-form manner.
C) Using open questions to get customers to talk.
D) Not using acronyms and speaking at the customer's level.

5. What is the best description of multi-tasking? (Choose 1)

A) Starting tasks and handing them to subordinates to complete.
B) Completing one job before starting the next one.
C) Delegating all responsibility along with all tasks.
D) Being capable of handling a variety of problems at the same time.

Solutions: