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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They have a new wardrobe of clothes.
C) They have a pallid complexion.
D) They bite their fingernails.
E) They seem tense and often have white knuckles.

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

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

3. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Finance details.
B) Personnel identification and training.
C) A process to activate the plan.
D) Approval from Health and Safety.
E) Monthly statistics.

4. 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) Review the software with the customer user group.
C) Download the software and prototype with the help desk.
D) Trend and analyse the number of password reset requests received at the help desk.

5. What are three characteristics of effective leaders? (Choose three)

A) They practice and encourage fairness.
B) They closely monitor the team.
C) They delegate responsibility effectively.
D) They are able to execute plans.

Solutions: