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

2. Which are two characteristics of active listeners? (Choose two)

A) They acknowledge the customer.
B) They restate/paraphrase to ensure understanding.
C) They understand that evidence and reasoning are critical.
D) They know the process for escalating a problem.

3. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in cross-functional teams.
B) Participation in company-wide events and initiatives.
C) Involvement in Project management.
D) Active Networking.

4. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of expected calls.
B) Estimating the number of required help desk personnel.
C) Designing a flow chart of required components.
D) Installing a knowledge database.

5. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
B) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
C) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
D) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

Solutions: