HDI HDI World wide Certification HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer networked?
B) What application are you trying to print from?
C) Is your printer LAN connected?
D) Can anyone else print to the printer?

2. Which are two characteristics of active listeners? (Choose two)

A) They avoid using verbal attends.
B) They use the customer's name.
C) They demonstrate sympathy.
D) They listen for, and recognise, emotion words.

3. What is the best description of a business case? (Choose 1)

A) A shared business knowledge database.
B) A briefcase.
C) An analysis of help desk activities.
D) A proposal for improvements to current business processes.

4. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A) Close the call.
B) Ask your team colleagues to concentrate on this problem with you.
C) Develop a multi-functional team to address the situation.
D) Explain to the customer what will happen next.

5. Which situation is typically addressed by a system administrator? (Choose 1)

A) Poor database performance.
B) Network outages.
C) Restoration of system backup files.
D) Quality monitoring corruption.

Solutions: