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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important requirements for ensuring successful change management? (Choose 2)

A) Buy-in of affected stakeholders.
B) Change management authorisation and approval.
C) Meeting ISO9000 documentation standards
D) IT approved changes.
E) Administrative staff support.

2. Why is it important to record and analyse customer complaints? (Choose 1)

A) To identify customers who are never satisfied.
B) To demonstrate that customers are not aware of service level agreements.
C) To gain insight into customer perceptions.
D) To prove that other IT groups are meeting customer expectations.

3. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

4. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The number of expected help desk personnel.
B) The expected call volume.
C) The budget available for new equipment.
D) The functionality advertised with the most popular systems.

5. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to exert absolute authority at all times.
B) the demonstration of and support for fairness.
C) the ability to encourage accountability and ownership.
D) the avoidance of arguments within the group.

Solutions: