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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service and Support Skills | - Communication skills
|
| Service Desk Operations | - Tools and systems
|
| IT Service Management Fundamentals | - ITIL concepts overview
|
| Incident Management and Troubleshooting | - Incident handling process
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are three things to consider when determining new help desk equipment requirements? (Choose three)
- A. The number of expected help desk personnel.
- B. The expected call volume.
- C. The budget available for new equipment.
- D. The functionality advertised with the most popular systems.
Correct Answer: A,B,C 🗳️
How can the help desk be of strategic benefit to the organisation? (Choose one)
- A. It is a useful source of information.
- B. It increases staff levels.
- C. It ensures rigid adherence to operational policies.
- D. It ensures that customers speak only to the help desk personnel.
Correct Answer: A 🗳️
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 you are new to the desk and are transferring their call.
- 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 the customer that you are unable to help them until tomorrow.
- D. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
Correct Answer: D 🗳️
Which is a technique used in paraphrasing? (Choose 1)
- A. Using synonyms.
- B. Using parroting.
- C. Using the passive voice.
- D. Using complex sentence patterns.
Correct Answer: A 🗳️
What are three characteristics of effective leaders? (Choose three)
- A. They are able to execute plans.
- B. They closely monitor the team.
- C. They delegate responsibility effectively.
- D. They practice and encourage fairness.
Correct Answer: A,C,D 🗳️
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