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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Service Desk Operations | - Operational Effectiveness
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Incident and Problem Management | - Support Process Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)
- A. Notify the software vendor's local office.
- B. Notify their manager of the suspected violation.
- C. Notify FAST (Federation Against Software Theft).
- D. Notify the department that they are using illegal software.
Correct Answer: B 🗳️
Which are two characteristics of active listeners? (Choose two)
- A. They know the process for escalating a problem.
- B. They acknowledge the customer.
- C. They understand that evidence and reasoning are critical.
- D. They restate/paraphrase to ensure understanding.
Correct Answer: B,D 🗳️
Which is the best example of a problem statement? (Choose 1)
- A. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
- B. A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
- C. An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
- D. The application is not meeting customer expectations. They are writing to the IT manager to complain.
Correct Answer: A 🗳️
Which three activities are characteristic of critical thinkers? (Choose three)
- A. To implement.
- B. To remodel.
- C. To redesign.
- D. To improve.
Correct Answer: B,C,D 🗳️
As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)
- A. Effective demands for respect for your expertise.
- B. Effective meeting management.
- C. Effective discouragement of humour.
- D. Effective highlighting of individual shortcomings.
- E. Effective facilitation.
Correct Answer: B,E 🗳️
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