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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service and Support Skills | - Customer interaction management
|
| Topic 2: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 3: Service Desk Operations | - Workflow and prioritization
|
| Topic 4: Incident Management and Troubleshooting | - Incident handling process
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are three advantages of performing system backups? (Choose three)
- A. It assists the organisation recover following a disaster.
- B. It protects the integrity of files.
- C. It protects the integrity of data.
- D. It saves time for the organisation.
- E. It provides ease of access to systems.
Correct Answer: A,B,C 🗳️
Which are two characteristics of active listeners? (Choose two)
- A. They avoid using verbal attends.
- B. They listen for, and recognise, emotion words.
- C. They demonstrate sympathy.
- D. They use the customer's name.
Correct Answer: B,D 🗳️
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 that you are unable to help them until tomorrow.
- B. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
- C. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
- 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 🗳️
A cross-functional team _____. (Choose 1)
- A. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
- B. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
- C. Exists when members of a project team allow scope creep to divert the efforts of the team.
- D. Utilises individuals from multiple groups to maintain an all-round view of a project.
Correct Answer: D 🗳️
What are the three most important benefits to the customer of following help desk procedures? (Choose three)
- A. Customers assign the priority.
- B. Fair and consistent treatment.
- C. Faster, more efficient service.
- D. Traceability of help desk actions and activities.
Correct Answer: B,C,D 🗳️
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