HDI HD0-200 valid exam dumps : HDI Qualified Help Desk Senior Analyst

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HDI HD0-200 Exam Syllabus Topics:

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 appreciate your frustration with this; I have experienced this same problem many times.
B) I am sorry, but my supervisor does not handle these situations, I can assist you.
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. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective meeting management.
B) Effective discouragement of humour.
C) Effective demands for respect for your expertise.
D) Effective highlighting of individual shortcomings.
E) Effective facilitation.

3. Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A) Deductive reasoning.
B) Critical thinking.
C) Creative thinking.
D) Inductive reasoning.

4. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What is the error code you see?
B) Have you spoken with the systems administrator?
C) What were the circumstances that led to this situation?
D) Have you ever had this error before?

5. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A) Tell the customer the analyst is busy on a project, but they can hold on if they like.
B) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
C) Assure the customer that you are competent and can handle their call just as well as your colleague.
D) Advise the customer that speaking to you instead will provide a faster service than if they waited.

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