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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the most effective method for ticket monitoring? (Choose 1)

A) Monthly Change reports.
B) Service Level Agreements.
C) Live service observations.
D) Follow up calls or surveys.

2. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They have a new wardrobe of clothes.
B) They bite their fingernails.
C) They often seem short of breath.
D) They have a pallid complexion.
E) They seem tense and often have white knuckles.

3. What are three advantages of performing system backups? (Choose three)

A) It protects the integrity of files.
B) It protects the integrity of data.
C) It assists the organisation recover following a disaster.
D) It saves time for the organisation.
E) It provides ease of access to systems.

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) Tell the customer you will send him a user manual.
C) Ask the customer to email you instead.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.

5. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Validate the problem statement.
C) Identify possible causes of the problem.
D) Prioritise possible causes of the problem.

Solutions: