Exam Name: HDI Qualified Help Desk Senior Analyst
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Performance & Knowledge Management | 20% | - Metrics & Reporting
|
| Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
| Help Desk Service Management | 30% | - Incident and Request Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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.
Correct Answer: D 🗳️
Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)
- A. Deductive reasoning.
- B. Critical thinking.
- C. Creative thinking.
- D. Inductive reasoning.
Correct Answer: A 🗳️
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 bite their fingernails.
- B. They seem tense and often have white knuckles.
- C. They have a pallid complexion.
- D. They have a new wardrobe of clothes.
- E. They often seem short of breath.
Correct Answer: B,E 🗳️
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.
Correct Answer: D 🗳️
What are the three best methods for building rapport among departments within the support organisation? (Choose three)
- A. Involvement in Project management.
- B. Participation in company-wide events and initiatives.
- C. Active Networking.
- D. Involvement in cross-functional teams.
Correct Answer: B,C,D 🗳️
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