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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Call logging system.
B. Web server.
C. Interactive Voice Response.
D. Telephony system.

Question 2

Which situation is typically addressed by a system administrator? (Choose 1)

A. Poor database performance.
B. Quality monitoring corruption.
C. Network outages.
D. Restoration of system backup files.

Question 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. Use the same terminology as the customer.
D. Give the customer something to do.

Question 4

An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A. I appreciate your frustration with this; I have experienced this same problem many times.
B. It would be easier to resolve this call if you calm down.
C. I am sorry, but my supervisor does not handle these situations, I can assist you.
D. I am sorry, but my manager is not available at the moment. May I get her to call you back?

Question 5

What is a purpose of self-help technology? (Choose 1)

A. To encourage a higher call volume.
B. To maintain customers reliance on the help desk.
C. To help make best use of available staff.
D. To help build rapport between support staff and customers.

Solutions: