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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which are two characteristics of active listeners? (Choose two)

A) They listen for, and recognise, emotion words.
B) They demonstrate sympathy.
C) They use the customer's name.
D) They avoid using verbal attends.

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

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

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

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

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

5. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D) Using a confident tone, tell the customer that you are unable to help them until tomorrow.

Solutions: