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 | Objectives |
|---|---|
| Topic 1: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 2: Incident and Problem Management | - Support Process Management
|
| Topic 3: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 4: Service Desk Operations | - Operational Effectiveness
|
| Topic 5: Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Which three facilitate success in any process change? (Choose three)
- A. Management direction.
- B. Clear objectives.
- C. Employee acceptance.
- D. New processes.
- E. New technology.
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
- A. Logical analysis.
- B. Structured information gathering.
- C. Unstructured information gathering.
- D. Root cause discussions.
Which are two characteristics of active listeners? (Choose two)
- A. They listen for, and recognise, emotion words.
- B. They demonstrate sympathy.
- C. They avoid using verbal attends.
- D. They use the customer's name.
What are the three most important benefits to the customer of following help desk procedures? (Choose three)
- A. Traceability of help desk actions and activities.
- B. Fair and consistent treatment.
- C. Faster, more efficient service.
- D. Customers assign the priority.
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions using a logical, methodical approach.
- B. Asking questions in a practiced manner.
- C. Asking questions in a predetermined sequence.
- D. Asking questions in a free-form manner.
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