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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 2: Incident and Problem Management | - Support Process Management
|
| Topic 3: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 4: Service Desk Operations | - Operational Effectiveness
|
| Topic 5: Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
- A. Logical analysis.
- B. Unstructured information gathering.
- C. Root cause discussions.
- D. Structured information gathering.
Correct Answer: B,D 🗳️
What are the two most important purposes of an annual survey? (Choose two)
- A. To measure changes in products and services from the previous year.
- B. To assess IT technical support.
- C. To identify changes customers feel are valuable.
- D. To evaluate overall satisfaction levels.
Correct Answer: C,D 🗳️
What are three characteristics of effective leaders? (Choose three)
- A. They practice and encourage fairness.
- B. They are able to execute plans.
- C. They closely monitor the team.
- D. They delegate responsibility effectively.
Correct Answer: A,B,D 🗳️
Which three are characteristics of a strategically-thinking help desk? (Choose three)
- A. Reactive focus.
- B. Integrated focus.
- C. Transactional focus.
- D. Proactive focus.
- E. Information giving focus.
Correct Answer: A,D,E 🗳️
Which three activities are characteristic of critical thinkers? (Choose three)
- A. To redesign.
- B. To remodel.
- C. To improve.
- D. To implement.
Correct Answer: A,B,C 🗳️
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