HDI HD0-200

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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) I am sorry, but my supervisor does not handle these situations, I can assist you.
B) I appreciate your frustration with this; I have experienced this same problem many times.
C) It would be easier to resolve this call if you calm down.
D) I am sorry, but my manager is not available at the moment. May I get her to call you back?

2. Which three facilitate success in any process change? (Choose three)

A) New technology.
B) New processes.
C) Management direction.
D) Clear objectives.
E) Employee acceptance.

3. What is the key benefit of root cause analysis? (Choose 1)

A) Cost and expense can be justified.
B) Calls for specific types of problem can be reduced or eliminated.
C) Better knowledge management procedures.
D) The cost per problem is reduced.

4. 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) Can anyone else print to the printer?
D) Is your printer LAN connected?

5. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It provides consistent responses to regular questions.
B) It enables customers to help themselves.
C) It requires minimal maintenance.
D) It is available 24/7.
E) It can be expensive to implement and maintain.
F) It can be impersonal.

Solutions: