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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a practiced manner.
B) Asking questions using a logical, methodical approach.
C) Asking questions in a predetermined sequence.
D) Asking questions in a free-form manner.

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

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

3. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D) Using a confident tone, tell the customer you are new to the desk and are transferring their call.

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

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

5. 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) 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.
B) I have the information. I will get back to you as soon as possible.
C) Let me research this, I will call you back as soon as I have a resolution.
D) Allow me to check this further, I will call you at 10:00 with an update.

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