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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Topic 2: Help Desk Service Management | 30% | - Incident and Request Management
|
| Topic 3: Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
| Topic 4: Performance & Knowledge Management | 20% | - Metrics & Reporting
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are two components of a network? (Choose two)
- A. Remote support.
- B. Hub.
- C. Ping.
- D. Router.
Correct Answer: B,D 🗳️
What is the most effective method for ticket monitoring? (Choose 1)
- A. Monthly Change reports.
- B. Live service observations.
- C. Service Level Agreements.
- D. Follow up calls or surveys.
Correct Answer: D 🗳️
What are the three most likely disadvantages of cross-functional teams? (Choose three)
- A. They may hinder interdepartmental rapport.
- B. They may pull staff away from their normal duties.
- C. They may be time consuming.
- D. Departmental managers may lose control.
Correct Answer: B,C,D 🗳️
Why is it important to record and analyse customer complaints? (Choose 1)
- A. To prove that other IT groups are meeting customer expectations.
- B. To demonstrate that customers are not aware of service level agreements.
- C. To identify customers who are never satisfied.
- D. To gain insight into customer perceptions.
Correct Answer: D 🗳️
Which two are techniques for communicating cross culturally? (Choose two)
- A. Slow the pace at which you speak.
- B. Speak carefully and loudly.
- C. Ask lots of questions to check your understanding, even if it means interrupting them.
- D. Tell the customer you are having some difficulty in understanding them.
Correct Answer: A,D 🗳️
