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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. 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.

3. Which three are examples of common network components? (Choose 3)

A) Domain Name Servers.
B) Routers.
C) Token Ring.
D) Hubs.

4. 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.

5. 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.

Solutions: