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

2. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Database administrator.
B) System administrator.
C) Knowledge engineer.
D) Quality manager.

3. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Clearly document the situation and the steps taken.
B) Create a problem-solving work-flow.
C) Give the customer something to do.
D) Use the same terminology as the customer.

4. Which three activities are characteristic of critical thinkers? (Choose three)

A) To improve.
B) To implement.
C) To remodel.
D) To redesign.

5. What are three advantages of performing system backups? (Choose three)

A) It provides ease of access to systems.
B) It protects the integrity of files.
C) It assists the organisation recover following a disaster.
D) It saves time for the organisation.
E) It protects the integrity of data.

Solutions: