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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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) Work with IT to implement the software.
B) Download the software and prototype with the help desk.
C) Trend and analyse the number of password reset requests received at the help desk.
D) Review the software with the customer user group.

2. Which two of the following enables a help desk to provide consistent service? (Choose two)

A) Service levels are based on impact to the business.
B) Everyone gets the same level of service.
C) Problems are assigned to the most knowledgeable person available.
D) Priorities are assigned consistently.

3. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Take exclusive responsibility for projects.
B) Participate in and encourage communication.
C) Agree with everything everyone says.
D) Demonstrate individual responsibility.

4. 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 avoidance of arguments within the group.
C) the ability to encourage accountability and ownership.
D) the demonstration of and support for fairness.

5. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Apologies.
B) Use of slang.
C) Technical terms.
D) Empathising.

Solutions: