Exam Name: HDI Qualified Help Desk Senior Analyst
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service and Support Skills | - Customer interaction management
|
| Service Desk Operations | - Workflow and prioritization
|
| IT Service Management Fundamentals | - ITIL concepts overview
|
| Incident Management and Troubleshooting | - Incident handling process
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
- A. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
- B. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
- C. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
- D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
Correct Answer: B 🗳️
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
- A. Root cause discussions.
- B. Logical analysis.
- C. Unstructured information gathering.
- D. Structured information gathering.
Correct Answer: C,D 🗳️
Which two business needs must be considered when allocating priorities? (Choose two)
- A. The customers location.
- B. Service level agreement commitments.
- C. The customers status.
- D. The impact on the business.
Correct Answer: B,D 🗳️
What are four characteristics of self-help technology in a support environment? (Choose four)
- A. It can be impersonal.
- B. It is available 24/7.
- C. It enables customers to help themselves.
- D. It requires minimal maintenance.
- E. It can be expensive to implement and maintain.
- F. It provides consistent responses to regular questions.
Correct Answer: A,B,C,F 🗳️
What are the two most important purposes of an annual survey? (Choose two)
- A. To identify changes customers feel are valuable.
- B. To assess IT technical support.
- C. To evaluate overall satisfaction levels.
- D. To measure changes in products and services from the previous year.
Correct Answer: A,C 🗳️
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