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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Incident and Problem Management | - Support Process Management
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Service Desk Operations | - Operational Effectiveness
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What are the two most important requirements for ensuring successful change management? (Choose 2)
A) Administrative staff support.
B) Buy-in of affected stakeholders.
C) Change management authorisation and approval.
D) IT approved changes.
E) Meeting ISO9000 documentation standards
2. What are three characteristics of effective leaders? (Choose three)
A) They delegate responsibility effectively.
B) They practice and encourage fairness.
C) They closely monitor the team.
D) They are able to execute plans.
3. What are the two most important uses for Computer Telephony Integration? (Choose 2)
A) it enables the blocking of unwanted calls.
B) It enables the manager to view help desk performance in real time.
C) It requires the customer to input data.
EIt prevents calls being queued.
D) It identifies callers to the help desk via screen pop.
4. Which is a technique used in paraphrasing? (Choose 1)
A) Using synonyms.
B) Using the passive voice.
C) Using parroting.
D) Using complex sentence patterns.
5. What are the two most important characteristics of successful teams? (Choose 2)
A) They always make all decisions together.
B) They have individual responsibilities to which they work exclusively.
C) There are many different personalities and skills.
D) They are given challenges to meet and are rewarded effectively.
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,B,D | Question # 3 Answer: B,D | Question # 4 Answer: A | Question # 5 Answer: C,D |
