HDI HD0-200 Dumps PDF
HDI Qualified Help Desk Senior Analyst- 114 Questions & Answers
- Update Date : October 10, 2024
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HDI HD0-200 Sample Questions
Question # 1A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)
A. Log the customers details and take the next call.
B. Deliver an SLA reminder.
C. Reassign (escalate) the call to the appropriate team.
D. Immediately escalate to management.
Question # 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 seem tense and often have white knuckles.
C. They have a new wardrobe of clothes.
D. They often seem short of breath.
E. They bite their fingernails.
Question # 3
What are three key advantages of outsourcing? (Choose three)
A. Increased profitability.
B. Fewer resource requirements.
C. Lower capital outlay.
D. Decreased responsibility for customer satisfaction.
E. Reduced cost for provision of support.
Question # 4
What are the three most important benefits to the customer of following help desk procedures? (Choose three)
A. Customers assign the priority.
B. Traceability of help desk actions and activities.
C. Fair and consistent treatment.
D. Faster, more efficient service.
Question # 5
An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. I am sorry, but my manager is not available at the moment. May I get her to call you back?
B. I am sorry, but my supervisor does not handle these situations, I can assist you.
C. It would be easier to resolve this call if you calm down.
D. I appreciate your frustration with this; I have experienced this same problem many times.
Question # 6
Which three of the following items does a critical thinker apply? (Choose three)
A. Recognition that ultimate authority rests with reason and evidence.
B. Organisation of a problem into a series of logical, orderly steps.
C. Logical problem solving.
D. Rapid resolutions for all problems.
Question # 7
What is the best description of multi-tasking? (Choose 1)
A. Starting tasks and handing them to subordinates to complete.
B. Delegating all responsibility along with all tasks.
C. Completing one job before starting the next one.
D. Being capable of handling a variety of problems at the same time.
Question # 8
What are three advantages of performing system backups? (Choose three)
A. It protects the integrity of data.
B. It saves time for the organisation.
C. It assists the organisation recover following a disaster.
D. It protects the integrity of files.
E. It provides ease of access to systems.
Question # 9
What is a purpose of self-help technology? (Choose 1)
A. To help make best use of available staff.
B. To encourage a higher call volume.
C. To help build rapport between support staff and customers.
D. To maintain customers reliance on the help desk.
Question # 10
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 will send him a user manual.
B. Ask the customer if there is someone else who speaks your language more fluently who could assist.
C. Ask the customer to email you instead.
D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back
another time.
Question # 11
What are three tasks associated with designing the technical help desk infrastructure? (Choose three)
A. Estimating the number of expected calls.
B. Installing a knowledge database.
C. Designing a flow chart of required components.
D. Estimating the number of required help desk personnel.
Question # 12
Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)
A. Deductive reasoning.
B. Creative thinking.
C. Critical thinking.
D. Inductive reasoning.
Question # 13
Which three actions should be taken when implementing a change? (Choose three)
A. Designing a change around existing staff capabilities.
B. Testing the change in a controlled environment.
C. Identification of potential risks.
D. Seeking buy-in from stakeholders.