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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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) 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.
C) I have the information. I will get back to you as soon as possible.
D) Allow me to check this further, I will call you at 10:00 with an update.

2. What is a principle of structured information gathering? (Choose 1)

A) Asking questions using a logical, methodical approach.
B) Asking questions in a practiced manner.
C) Asking questions in a free-form manner.
D) Asking questions in a predetermined sequence.

3. What are three characteristics of effective leaders? (Choose three)

A) They practice and encourage fairness.
B) They closely monitor the team.
C) They delegate responsibility effectively.
D) They are able to execute plans.

4. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Deductive reasoning.
B) Inductive reasoning.
C) Critical thinking.
D) Creative thinking.

5. What are two benefits of having service continuity sites? (Choose 2)

A) Personnel are transported in and out as required.
B) They are located close to the company headquarters.
C) The risk of the business failing is reduced/ removed.
D) Staff requirements are taken into account.
E) Service levels can be maintained.

Solutions: