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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Tools and systems
|
| Topic 2: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 3: Customer Service and Support Skills | - Communication skills
|
| Topic 4: Incident Management and Troubleshooting | - Incident handling process
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A) It would be easier to resolve this call if you calm down.
B) I am sorry, but my supervisor does not handle these situations, I can assist you.
C) I am sorry, but my manager is not available at the moment. May I get her to call you back?
D) I appreciate your frustration with this; I have experienced this same problem many times.
2. What are the two most important points to remember in order to manage a call successfully? (Choose two)
A) Create a problem-solving work-flow.
B) Clearly document the situation and the steps taken.
C) Use the same terminology as the customer.
D) Give the customer something to do.
3. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)
A) System administrator.
B) Quality manager.
C) Knowledge engineer.
D) Database administrator.
4. Which are two characteristics of active listeners? (Choose two)
A) They listen for, and recognise, emotion words.
B) They use the customer's name.
C) They avoid using verbal attends.
D) They demonstrate sympathy.
5. What is unstructured information gathering? (Choose 1)
A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: A,B | Question # 5 Answer: C |
