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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management and Troubleshooting | - Problem-solving techniques
|
| Topic 2: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 3: Service Desk Operations | - Workflow and prioritization
|
| Topic 4: Customer Service and Support Skills | - Communication skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)
- A. Deliver an SLA reminder.
- B. Log the customers details and take the next call.
- C. Reassign (escalate) the call to the appropriate team.
- D. Immediately escalate to management.
Correct Answer: C 🗳️
Which situation is typically addressed by a system administrator? (Choose 1)
- A. Restoration of system backup files.
- B. Quality monitoring corruption.
- C. Poor database performance.
- D. Network outages.
Correct Answer: A 🗳️
What are two disadvantages of self-help technology? (Choose two)
- A. There can be a loss of personalised service.
- B. It decreases customer dependency on the help desk.
- C. It does not fully utilise support resources.
- D. It requires regular maintenance.
Correct Answer: A,D 🗳️
What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
- A. Participate in and encourage communication.
- B. Demonstrate individual responsibility.
- C. Take exclusive responsibility for projects.
- D. Agree with everything everyone says.
Correct Answer: A,B 🗳️
Which two business needs must be considered when allocating priorities? (Choose two)
- A. The customers status.
- B. Service level agreement commitments.
- C. The impact on the business.
- D. The customers location.
Correct Answer: B,C 🗳️
