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HDI HD0-200 Exam Syllabus Topics:

SectionObjectives
Leadership and Professional Development- Senior Analyst Responsibilities
  • 1. Team Collaboration
  • 2. Strategic Thinking
  • 3. Mentoring Junior Analysts
  • 4. Continuous Improvement
Service Desk Operations- Operational Effectiveness
  • 1. Knowledge Management
  • 2. Queue Management
  • 3. Service Level Management
  • 4. Call Management
Customer Service and Communication- Customer Interaction Skills
  • 1. Managing Difficult Customers
  • 2. Professional Communication
  • 3. Building Customer Relationships
  • 4. Active Listening
Business and Organizational Awareness- Support Organization Integration
  • 1. Business Impact Assessment
  • 2. Customer Satisfaction Measurement
  • 3. Cross-Functional Collaboration
  • 4. Support Metrics and Reporting
Incident and Problem Management- Support Process Management
  • 1. Root Cause Analysis
  • 2. Incident Handling
  • 3. Escalation Procedures
  • 4. Problem Identification

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To evaluate overall satisfaction levels with products.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To measure the quality of a single interaction.


2. What are three advantages of performing system backups? (Choose three)

A) It protects the integrity of data.
B) It provides ease of access to systems.
C) It saves time for the organisation.
D) It protects the integrity of files.
E) It assists the organisation recover following a disaster.


3. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They bite their fingernails.
C) They have a pallid complexion.
D) They seem tense and often have white knuckles.
E) They have a new wardrobe of clothes.


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

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


5. What are three basic components of Computer Telephony Integration? (Choose three)

A) Automatic Call Distributor.
B) Interactive Voice Response.
C) Integration Server
D) Service Level Agreements.


Solutions:

Question # 1
Answer: C,D
Question # 2
Answer: A,D,E
Question # 3
Answer: A,D
Question # 4
Answer: A,D
Question # 5
Answer: A,B,C

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