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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They acknowledge the customer.
B) They understand that evidence and reasoning are critical.
C) They restate/paraphrase to ensure understanding.
D) They know the process for escalating a problem.

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you spoken with the systems administrator?
B) What were the circumstances that led to this situation?
C) Have you ever had this error before?
D) What is the error code you see?

3. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Service levels are based on impact to the business.
B) Priorities are assigned consistently.
C) Problems are assigned to the most knowledgeable person available.
D) Everyone gets the same level of service.

4. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) It would be easier to resolve this call if you calm down.
B) I am sorry, but my supervisor does not handle these situations, I can assist you.
C) I appreciate your frustration with this; I have experienced this same problem many times.
D) I am sorry, but my manager is not available at the moment. May I get her to call you back?

5. Which are two characteristics of active listeners? (Choose two)

A) They demonstrate sympathy.
B) They use the customer's name.
C) They listen for, and recognise, emotion words.
D) They avoid using verbal attends.

Solutions: