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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management and Troubleshooting | - Problem-solving techniques
|
| Topic 2: Service Desk Operations | - Workflow and prioritization
|
| Topic 3: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 4: Customer Service and Support Skills | - Customer interaction management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)
- A. An inductive approach.
- B. A sycophantic approach.
- C. A synergistic approach.
- D. A deductive approach.
Correct Answer: D 🗳️
Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)
- A. Download the software and prototype with the help desk.
- B. Review the software with the customer user group.
- C. Work with IT to implement the software.
- D. Trend and analyse the number of password reset requests received at the help desk.
Correct Answer: 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, ask the customer to call a 2nd line team, and provide their telephone number.
- C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
- D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
Correct Answer: C 🗳️
Which are two characteristics of active listeners? (Choose two)
- A. They use the customer's name.
- B. They demonstrate sympathy.
- C. They listen for, and recognise, emotion words.
- D. They avoid using verbal attends.
Correct Answer: A,C 🗳️
Which are the two most important qualities required for effective leadership? (Choose two)
- A. the ability to exert absolute authority at all times.
- B. the ability to encourage accountability and ownership.
- C. the avoidance of arguments within the group.
- D. the demonstration of and support for fairness.
Correct Answer: B,D 🗳️
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