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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the software vendor's local office.
B) Notify their manager of the suspected violation.
C) Notify the department that they are using illegal software.
D) Notify FAST (Federation Against Software Theft).

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

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

3. What is the most effective method for ticket monitoring? (Choose 1)

A) Service Level Agreements.
B) Live service observations.
C) Follow up calls or surveys.
D) Monthly Change reports.

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

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

Solutions: