HDI HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Structured information gathering.
C) Unstructured information gathering.
D) Logical analysis.

2. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Tell the customer you will send him a user manual.
D) Ask the customer to email you instead.

3. 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?

4. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
B) Ask the customer if there is someone else who speaks your language more fluently who could assist.
C) Tell the customer you will send him a user manual.
D) Ask the customer to email you instead.

5. What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A) Approval from Health and Safety.
B) Personnel identification and training.
C) Finance details.
D) Monthly statistics.
E) A process to activate the plan.

Solutions: