HDI HD0-200

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important characteristics of successful teams? (Choose 2)

A) They are given challenges to meet and are rewarded effectively.
B) There are many different personalities and skills.
C) They always make all decisions together.
D) They have individual responsibilities to which they work exclusively.

2. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Database administrator.
B) Knowledge engineer.
C) System administrator.
D) Quality manager.

3. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Clearly document the situation and the steps taken.
C) Give the customer something to do.
D) Use the same terminology as the customer.

4. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Allow me to check this further, I will call you at 10:00 with an update.
B) Let me research this, I will call you back as soon as I have a resolution.
C) I have the information. I will get back to you as soon as possible.
D) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

5. What is the best description of multi-tasking? (Choose 1)

A) Completing one job before starting the next one.
B) Delegating all responsibility along with all tasks.
C) Being capable of handling a variety of problems at the same time.
D) Starting tasks and handing them to subordinates to complete.

Solutions: