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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 often seem short of breath.
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 bite their fingernails.

2. 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) Allow me to check this further, I will call you at 10:00 with an update.
B) 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.
C) Let me research this, I will call you back as soon as I have a resolution.
D) I have the information. I will get back to you as soon as possible.

3. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The management structure of information flow, processes, and systems that are controlled by the help desk.
B) The basic architecture of a help desk and its systems that determine how it functions.
C) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
D) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

4. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the probability customers will solve their own problems.
B) The longer the ASA, the higher the abandonment rate.
C) The shorter the ASA, the higher the abandonment rate.
D) The longer the ASA, the higher the probability customers will solve their own problems.

5. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Storage/space capacities.
B) Computer telephony integration (CTI).
C) Cost implications.
D) Location.

Solutions: