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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Help Desk Service Management | 30% | - Incident and Request Management
|
| Topic 2: Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
| Topic 3: Performance & Knowledge Management | 20% | - Knowledge & Resource Management
|
| Topic 4: Communication & Customer Experience | 25% | - Effective Communication
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Which are two characteristics of active listeners? (Choose two)
- A. They listen for, and recognise, emotion words.
- B. They use the customer's name.
- C. They avoid using verbal attends.
- D. They demonstrate sympathy.
Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)
- A. Critical thinking.
- B. Deductive reasoning.
- C. Creative thinking.
- D. Inductive reasoning.
What are the three most important benefits to the customer of following help desk procedures? (Choose three)
- A. Traceability of help desk actions and activities.
- B. Faster, more efficient service.
- C. Customers assign the priority.
- D. Fair and consistent treatment.
What are the two most important characteristics of successful teams? (Choose 2)
- A. They have individual responsibilities to which they work exclusively.
- B. They are given challenges to meet and are rewarded effectively.
- C. There are many different personalities and skills.
- D. They always make all decisions together.
Which two business needs must be considered when allocating priorities? (Choose two)
- A. Service level agreement commitments.
- B. The impact on the business.
- C. The customers location.
- D. The customers status.
