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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A. Apologise, thank them for calling and close the call.
B. Listen to them, document all the details, and ensure that it is followed up.
C. Tell them that the group at fault for the complaint they made will contact them.
D. Explain why their problem happened in the first place.

Question 2

Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A. Operating system upgrades
B. Network capacity planning
C. Database installation
D. Application capacity planning

Question 3

Which three are examples of common network components? (Choose 3)

A. Token Ring.
B. Routers.
C. Hubs.
D. Domain Name Servers.

Question 4

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 that customers speak only to the help desk personnel.
D. It ensures rigid adherence to operational policies.

Question 5

Which is a technique used in paraphrasing? (Choose 1)

A. Using parroting.
B. Using complex sentence patterns.
C. Using the passive voice.
D. Using synonyms.

Solutions: