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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Operational Effectiveness
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 4: Incident and Problem Management | - Support Process Management
|
| Topic 5: Business and Organizational Awareness | - Support Organization Integration
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
What is a purpose of self-help technology? (Choose 1)
- A. To help build rapport between support staff and customers.
- B. To maintain customers reliance on the help desk.
- C. To help make best use of available staff.
- D. To encourage a higher call volume.
What are two benefits of having service continuity sites? (Choose 2)
- A. They are located close to the company headquarters.
- B. Personnel are transported in and out as required.
- C. Staff requirements are taken into account.
- D. Service levels can be maintained.
- E. The risk of the business failing is reduced/ removed.
How can the help desk be of strategic benefit to the organisation? (Choose one)
- A. It ensures that customers speak only to the help desk personnel.
- B. It ensures rigid adherence to operational policies.
- C. It increases staff levels.
- D. It is a useful source of information.
A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)
- A. Can anyone else print to the printer?
- B. Is your printer networked?
- C. What application are you trying to print from?
- D. Is your printer LAN connected?
