Exam Name: HDI Qualified Help Desk Senior Analyst
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 2: Customer Service and Support Skills | - Customer interaction management
|
| Topic 3: Service Desk Operations | - Workflow and prioritization
|
| Topic 4: Incident Management and Troubleshooting | - Problem-solving techniques
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Which two business needs must be considered when allocating priorities? (Choose two)
- A. The impact on the business.
- B. Service level agreement commitments.
- C. The customers status.
- D. The customers location.
Which three are characteristics of a strategically-thinking help desk? (Choose three)
- A. Transactional focus.
- B. Reactive focus.
- C. Information giving focus.
- D. Proactive focus.
- E. Integrated focus.
What are three key advantages of outsourcing? (Choose three)
- A. Fewer resource requirements.
- B. Reduced cost for provision of support.
- C. Increased profitability.
- D. Lower capital outlay.
- E. Decreased responsibility for customer satisfaction.
Which two of the following enables a help desk to provide consistent service? (Choose two)
- A. Problems are assigned to the most knowledgeable person available.
- B. Service levels are based on impact to the business.
- C. Everyone gets the same level of service.
- D. Priorities are assigned consistently.
Which is the best example of a problem statement? (Choose 1)
- A. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
- B. A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
- C. An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
- D. The application is not meeting customer expectations. They are writing to the IT manager to complain.
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