HDI HD0-200 Exam : HDI Qualified Help Desk Senior Analyst

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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 seem tense and often have white knuckles.
B) They bite their fingernails.
C) They have a new wardrobe of clothes.
D) They often seem short of breath.
E) They have a pallid complexion.

2. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell the customer that you are unable to help them until tomorrow.

3. What are the three most common reasons for having policies for data security? (Choose three)

A) The danger of theft, vandalism, or hacking.
B) The danger of users changing a hardware configuration.
C) The on-going viability of business operations.
D) The ever-present potential for disaster.

4. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Structured information gathering.
C) Unstructured information gathering.
D) Logical analysis.

5. What are the two most important uses for Computer Telephony Integration? (Choose 2)

A) It requires the customer to input data.
EIt prevents calls being queued.
B) it enables the blocking of unwanted calls.
C) It enables the manager to view help desk performance in real time.
D) It identifies callers to the help desk via screen pop.

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