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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Operational Effectiveness
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Incident and Problem Management | - Support Process Management
|
| Business and Organizational Awareness | - Support Organization Integration
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: D 🗳️
You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)
- A. Close the call.
- B. Explain to the customer what will happen next.
- C. Ask your team colleagues to concentrate on this problem with you.
- D. Develop a multi-functional team to address the situation.
Correct Answer: B 🗳️
What is a common method used to analyse measurements? (Choose 1)
- A. Current state assessment.
- B. Service level agreements.
- C. Root cause analysis.
- D. Trend analysis.
Correct Answer: D 🗳️
Which three activities are characteristic of critical thinkers? (Choose three)
- A. To redesign.
- B. To implement.
- C. To improve.
- D. To remodel.
Correct Answer: A,C,D 🗳️
What is the best description of a help desk technology infrastructure? (Choose 1)
- A. The management structure of information flow, processes, and systems that are controlled by the help desk.
- B. The basic architecture of a help desk and its systems that determine how it functions.
- C. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
- D. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
Correct Answer: B 🗳️
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