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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It requires minimal maintenance.
B) It can be expensive to implement and maintain.
C) It provides consistent responses to regular questions.
D) It can be impersonal.
E) It is available 24/7.
F) It enables customers to help themselves.

2. Which situation is typically addressed by a system administrator? (Choose 1)

A) Network outages.
B) Quality monitoring corruption.
C) Poor database performance.
D) Restoration of system backup files.

3. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Not using acronyms and speaking at the customer's level.
C) Asking questions in a free-form manner.
D) Using open questions to get customers to talk.

4. What are the two most important purposes of an annual survey? (Choose two)

A) To evaluate overall satisfaction levels.
B) To assess IT technical support.
C) To measure changes in products and services from the previous year.
D) To identify changes customers feel are valuable.

5. 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 often seem short of breath.
C) They bite their fingernails.
D) They have a pallid complexion.
E) They seem tense and often have white knuckles.

Solutions: