HDI HD0-200 Value Pack (Frequently Bought Together)

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) One of the hubs on the network.
B) The secure access gate into the help desk.
C) One of the routers on the network.
D) The security gates for the building.

2. What are the two most important characteristics of successful teams? (Choose 2)

A) They have individual responsibilities to which they work exclusively.
B) They always make all decisions together.
C) They are given challenges to meet and are rewarded effectively.
D) There are many different personalities and skills.

3. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It ensures that customers speak only to the help desk personnel.
B) It increases staff levels.
C) It is a useful source of information.
D) It ensures rigid adherence to operational policies.

4. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Download the software and prototype with the help desk.
B) Trend and analyse the number of password reset requests received at the help desk.
C) Review the software with the customer user group.
D) Work with IT to implement the software.

5. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Close the call.
B) Develop a multi-functional team to address the situation.
C) Ask your team colleagues to concentrate on this problem with you.
D) Explain to the customer what will happen next.

Solutions: