HDI Qualified Help Desk Senior Analyst : HD0-200

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Reactive focus.
B) Information giving focus.
C) Integrated focus.
D) Transactional focus.
E) Proactive focus.

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

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

3. What is unstructured information gathering? (Choose 1)

A) Using open questions to get customers to talk.
B) Asking questions in a free-form manner.
C) Identifying what happened vs. what was expected.
D) Not using acronyms and speaking at the customer's level.

4. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Let me research this, I will call you back as soon as I have a resolution.
B) Allow me to check this further, I will call you at 10:00 with an update.
C) I have the information. I will get back to you as soon as possible.
D) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

5. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Develop a multi-functional team to address the situation.
B) Explain to the customer what will happen next.
C) Ask your team colleagues to concentrate on this problem with you.
D) Close the call.

Solutions: