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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Ask the customer to email you instead.
D) Tell the customer you will send him a user manual.

2. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Identifying what happened vs. what was expected.
C) Asking questions in a free-form manner.
D) Using open questions to get customers to talk.

3. What are two key reasons that can cause a team to fail? (Choose two)

A) The team has clear objectives.
B) The team has multiple locations.
C) The team has insufficient time allocated for team activities.
D) The team is cross-functional.
E) The team lacks management support.

4. Which two are techniques for communicating cross culturally? (Choose two)

A) Speak carefully and loudly.
B) Slow the pace at which you speak.
C) Tell the customer you are having some difficulty in understanding them.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

5. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
B) The basic architecture of a help desk and its systems that determine how it functions.
C) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
D) The management structure of information flow, processes, and systems that are controlled by the help desk.

Solutions: