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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Validate the problem statement.
B) Prioritise possible causes of the problem.
C) Identify possible causes of the problem.
D) Identify customer assumptions.

2. Which two are techniques for communicating cross culturally? (Choose two)

A) Ask lots of questions to check your understanding, even if it means interrupting them.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Slow the pace at which you speak.

3. Why is it important to record and analyse customer complaints? (Choose 1)

A) To prove that other IT groups are meeting customer expectations.
B) To identify customers who are never satisfied.
C) To gain insight into customer perceptions.
D) To demonstrate that customers are not aware of service level agreements.

4. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a predetermined sequence.
B) Asking questions using a logical, methodical approach.
C) Asking questions in a practiced manner.
D) Asking questions in a free-form manner.

5. What is used to set customer expectations? (Choose 1)

A) Service level agreements.
B) Standard operating procedures.
C) Work flow procedures.
D) Root cause processes.

Solutions: