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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Tools and systems
|
| Topic 2: Incident Management and Troubleshooting | - Problem-solving techniques
|
| Topic 3: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 4: Customer Service and Support Skills | - Customer interaction management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Question 1
A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)
A. Allow me to check this further, I will call you at 10:00 with an update.
B. I have the information. I will get back to you as soon as possible.
C. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
D. Let me research this, I will call you back as soon as I have a resolution.
Question 2
What are three key advantages of outsourcing? (Choose three)
A. Fewer resource requirements.
B. Reduced cost for provision of support.
C. Decreased responsibility for customer satisfaction.
D. Lower capital outlay.
E. Increased profitability.
Question 3
What is used to set customer expectations? (Choose 1)
A. Work flow procedures.
B. Standard operating procedures.
C. Service level agreements.
D. Root cause processes.
Question 4
What are the two most important characteristics of successful teams? (Choose 2)
A. They always make all decisions together.
B. They have individual responsibilities to which they work exclusively.
C. There are many different personalities and skills.
D. They are given challenges to meet and are rewarded effectively.
Question 5
Which situation is typically addressed by a system administrator? (Choose 1)
A. Restoration of system backup files.
B. Quality monitoring corruption.
C. Poor database performance.
D. Network outages.
Solutions:
| Question 1 Answer: A | Question 2 Answer: A,B,D | Question 3 Answer: C | Question 4 Answer: C,D | Question 5 Answer: A |
