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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Operational Effectiveness
|
| Topic 2: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 3: Incident and Problem Management | - Support Process Management
|
| Topic 4: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 5: Business and Organizational Awareness | - Support Organization Integration
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are three characteristics of effective leaders? (Choose three)
- A. They are able to execute plans.
- B. They closely monitor the team.
- C. They practice and encourage fairness.
- D. They delegate responsibility effectively.
What are two disadvantages of self-help technology? (Choose two)
- A. It decreases customer dependency on the help desk.
- B. It does not fully utilise support resources.
- C. There can be a loss of personalised service.
- D. It requires regular maintenance.
What are the two most important characteristics of successful teams? (Choose 2)
- A. They have individual responsibilities to which they work exclusively.
- B. There are many different personalities and skills.
- C. They are given challenges to meet and are rewarded effectively.
- D. They always make all decisions together.
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions using a logical, methodical approach.
- B. Asking questions in a predetermined sequence.
- C. Asking questions in a free-form manner.
- D. Asking questions in a practiced manner.
What are three things to consider when determining new help desk equipment requirements? (Choose three)
- A. The expected call volume.
- B. The budget available for new equipment.
- C. The number of expected help desk personnel.
- D. The functionality advertised with the most popular systems.
