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

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To trend levels of customer satisfaction between annual (periodic) surveys.
C) To evaluate overall satisfaction levels with products.
D) To measure the quality of a single interaction.

3. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Starting tasks and handing them to subordinates to complete.
C) Completing one job before starting the next one.
D) Delegating all responsibility along with all tasks.

4. What is the most effective method for ticket monitoring? (Choose 1)

A) Monthly Change reports.
B) Service Level Agreements.
C) Follow up calls or surveys.
D) Live service observations.

5. What are the two key benefits of self help technology? (Choose 2)

A) It reduces calls in to the help desk.
B) It allows for longer wrap-up time.
C) It educates customers.
D) It reduces the need for technical support staff.

Solutions: