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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Apologise, thank them for calling and close the call.
B) Tell them that the group at fault for the complaint they made will contact them.
C) Explain why their problem happened in the first place.
D) Listen to them, document all the details, and ensure that it is followed up.

2. What is the best description of multi-tasking? (Choose 1)

A) Delegating all responsibility along with all tasks.
B) Being capable of handling a variety of problems at the same time.
C) Completing one job before starting the next one.
D) Starting tasks and handing them to subordinates to complete.

3. What are the three most common reasons for having policies for data security? (Choose three)

A) The danger of theft, vandalism, or hacking.
B) The on-going viability of business operations.
C) The ever-present potential for disaster.
D) The danger of users changing a hardware configuration.

4. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Tell the customer you will send him a user manual.
D) Ask the customer to email you instead.

5. When communicating with a customer, it is best to avoid _____. (Choose two)

A) Empathising.
B) Use of slang.
C) Technical terms.
D) Apologies.

Solutions: