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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Operational Effectiveness
|
| Topic 2: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 3: Incident and Problem Management | - Support Process Management
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: A,C 🗳️
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?
Correct Answer: B 🗳️
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.
Correct Answer: A,B 🗳️
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?
Correct Answer: D 🗳️
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.
Correct Answer: B,C 🗳️
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