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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
| Performance & Knowledge Management | 20% | - Knowledge & Resource Management
|
| Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Help Desk Service Management | 30% | - Processes and Standards
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A) I am sorry, but my manager is not available at the moment. May I get her to call you back?
B) It would be easier to resolve this call if you calm down.
C) I appreciate your frustration with this; I have experienced this same problem many times.
D) I am sorry, but my supervisor does not handle these situations, I can assist you.
2. 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 FAST (Federation Against Software Theft).
D) Notify the department that they are using illegal software.
3. What are the two most important purposes of an annual survey? (Choose two)
A) To identify changes customers feel are valuable.
B) To assess IT technical support.
C) To measure changes in products and services from the previous year.
D) To evaluate overall satisfaction levels.
4. 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) Ask the customer to email you instead.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Tell the customer you will send him a user manual.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
5. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
A) Participate in and encourage communication.
B) Demonstrate individual responsibility.
C) Take exclusive responsibility for projects.
D) Agree with everything everyone says.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A,D | Question # 4 Answer: B | Question # 5 Answer: A,B |
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