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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management and Troubleshooting | - Incident handling process
|
| Topic 2: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 3: Service Desk Operations | - Tools and systems
|
| Topic 4: Customer Service and Support Skills | - Communication skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Which three activities are characteristic of critical thinkers? (Choose three)
- A. To redesign.
- B. To remodel.
- C. To implement.
- D. To improve.
Correct Answer: A,B,D 🗳️
A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)
- A. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
- B. Let me research this, I will call you back as soon as I have a resolution.
- C. I have the information. I will get back to you as soon as possible.
- D. Allow me to check this further, I will call you at 10:00 with an update.
Correct Answer: D 🗳️
The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)
- A. Identify customer assumptions.
- B. Validate the problem statement.
- C. Prioritise possible causes of the problem.
- D. Identify possible causes of the problem.
Correct Answer: B 🗳️
How can the help desk be of strategic benefit to the organisation? (Choose one)
- A. It is a useful source of information.
- B. It increases staff levels.
- C. It ensures rigid adherence to operational policies.
- D. It ensures that customers speak only to the help desk personnel.
Correct Answer: A 🗳️
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
- A. Finance details.
- B. Approval from Health and Safety.
- C. A process to activate the plan.
- D. Personnel identification and training.
- E. Monthly statistics.
Correct Answer: C,D 🗳️
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