HDI HD0-200 : HDI Qualified Help Desk Senior Analyst

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

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 gain insight into customer perceptions.
D. To identify customers who are never satisfied.

Question 2

What are three characteristics of effective leaders? (Choose three)

A. They are able to execute plans.
B. They delegate responsibility effectively.
C. They practice and encourage fairness.
D. They closely monitor the team.

Question 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, tell the customer that you are unable to help them until tomorrow.
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 them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

Question 4

What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A. Monthly statistics.
B. A process to activate the plan.
C. Approval from Health and Safety.
D. Finance details.
E. Personnel identification and training.

Question 5

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

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

Solutions: