- Exam Code: HD0-200
- Exam Name: HDI Qualified Help Desk Senior Analyst
- Certification Provider: HDI
- Corresponding Certification:HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Technical Knowledge Application
|
| Performance & Knowledge Management | 20% | - Metrics & Reporting
|
| Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Help Desk Service Management | 30% | - Incident and Request Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are two components of a network? (Choose two)
- A. Remote support.
- B. Ping.
- C. Router.
- D. Hub.
Correct Answer: C,D 🗳️
What is unstructured information gathering? (Choose 1)
- A. Not using acronyms and speaking at the customer's level.
- B. Identifying what happened vs. what was expected.
- C. Using open questions to get customers to talk.
- D. Asking questions in a free-form manner.
Correct Answer: D 🗳️
Which are the two most important qualities required for effective leadership? (Choose two)
- A. the demonstration of and support for fairness.
- B. the ability to exert absolute authority at all times.
- C. the avoidance of arguments within the group.
- D. the ability to encourage accountability and ownership.
Correct Answer: A,D 🗳️
The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)
- A. Identify customer assumptions.
- B. Prioritise possible causes of the problem.
- C. Validate the problem statement.
- D. Identify possible causes of the problem.
Correct Answer: D 🗳️
What are two purposes of an on-going (event) survey? (Choose two)
- A. To measure the quality of a single interaction.
- B. To assess satisfaction levels with all help desk services.
- C. To evaluate overall satisfaction levels with products.
- D. To trend levels of customer satisfaction between annual (periodic) surveys.
Correct Answer: A,D 🗳️
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