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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

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

3. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Validate the problem statement.
B) Identify customer assumptions.
C) Prioritise possible causes of the problem.
D) Identify possible causes of the problem.

4. What are the three most common self-help technologies? (Choose three)

A) Fax-back systems.
B) Call logging systems.
C) Application online help systems.
D) Frequently Asked Questions.

5. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to encourage accountability and ownership.
B) the avoidance of arguments within the group.
C) the ability to exert absolute authority at all times.
D) the demonstration of and support for fairness.

Solutions: