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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication & Customer Experience | 25% | - Effective Communication
|
| Help Desk Service Management | 30% | - Processes and Standards
|
| Performance & Knowledge Management | 20% | - Metrics & Reporting
|
| Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are the two most important points to remember in order to manage a call successfully? (Choose two)
- A. Create a problem-solving work-flow.
- B. Clearly document the situation and the steps taken.
- C. Give the customer something to do.
- D. Use the same terminology as the customer.
If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)
- A. The secure access gate into the help desk.
- B. One of the routers on the network.
- C. The security gates for the building.
- D. One of the hubs on the network.
Which three are examples of common network components? (Choose 3)
- A. Domain Name Servers.
- B. Routers.
- C. Token Ring.
- D. Hubs.
What are the two most important points to remember in order to manage a call successfully? (Choose two)
- A. Create a problem-solving work-flow.
- B. Clearly document the situation and the steps taken.
- C. Give the customer something to do.
- D. Use the same terminology as the customer.
What is a purpose of self-help technology? (Choose 1)
- A. To help make best use of available staff.
- B. To maintain customers reliance on the help desk.
- C. To encourage a higher call volume.
- D. To help build rapport between support staff and customers.
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