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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A) An inductive approach.
B) A sycophantic approach.
C) A deductive approach.
D) A synergistic approach.

2. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Personnel identification and training.
B) Finance details.
C) Approval from Health and Safety.
D) A process to activate the plan.
E) Monthly statistics.

3. A cross-functional team _____. (Choose 1)

A) Utilises individuals from multiple groups to maintain an all-round view of a project.
B) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
C) Exists when members of a project team allow scope creep to divert the efforts of the team.
D) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.

4. 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 facilitation.
B) Effective highlighting of individual shortcomings.
C) Effective meeting management.
D) Effective demands for respect for your expertise.
E) Effective discouragement of humour.

5. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A) Immediately escalate to management.
B) Reassign (escalate) the call to the appropriate team.
C) Deliver an SLA reminder.
D) Log the customers details and take the next call.

Solutions: