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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business and Organizational Awareness | - Support Organization Integration
|
| Incident and Problem Management | - Support Process Management
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Service Desk Operations | - Operational Effectiveness
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. Which are two characteristics of active listeners? (Choose two)
A) They acknowledge the customer.
B) They know the process for escalating a problem.
C) They restate/paraphrase to ensure understanding.
D) They understand that evidence and reasoning are critical.
2. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)
A) Effective facilitation.
B) Effective highlighting of individual shortcomings.
C) Effective meeting management.
D) Effective demands for respect for your expertise.
E) Effective discouragement of humour.
3. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
B) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
C) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
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 demonstration of and support for fairness.
D) the ability to encourage accountability and ownership.
5. What are four characteristics of self-help technology in a support environment? (Choose four)
A) It can be expensive to implement and maintain.
B) It is available 24/7.
C) It provides consistent responses to regular questions.
D) It requires minimal maintenance.
E) It enables customers to help themselves.
F) It can be impersonal.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: C,D | Question # 5 Answer: B,C,E,F |
