HD0-200 Exam Training Practice Tests (HDI Qualified Help Desk Senior Analyst)]

Question 1

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A. Validate the problem statement. B. Prioritise possible causes of the problem. C. Identify possible causes of the problem. D. Identify customer assumptions.

Correct Answer: C

Question 2

When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Call logging system. B. Web server. C. Interactive Voice Response. D. Telephony system.

Correct Answer: A,D

Question 3

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.

Correct Answer: D

Question 4

What is the first step of the incident management process? (Choose 1)

A. Receive customer request. B. Acknowledge and set expectations. C. Drive problem acceptance. D. Communicate completion.

Correct Answer: A

Question 5

How can the help desk be of strategic benefit to the organisation? (Choose one)

A. It is a useful source of information. B. It ensures that customers speak only to the help desk personnel. C. It increases staff levels. D. It ensures rigid adherence to operational policies.

Correct Answer: A

Question 6

What is the most effective method for ticket monitoring? (Choose 1)

A. Monthly Change reports. B. Live service observations. C. Follow up calls or surveys. D. Service Level Agreements.

Correct Answer: C

Question 7

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

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

Correct Answer: B,E

HDI Qualified Help Desk Senior Analyst - HD0-200 Exam Practice Test