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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Performance & Knowledge Management | 20% | - Knowledge & Resource Management
|
| Help Desk Service Management | 30% | - Processes and Standards
|
| Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are two key reasons that can cause a team to fail? (Choose two)
- A. The team has clear objectives.
- B. The team has multiple locations.
- C. The team lacks management support.
- D. The team has insufficient time allocated for team activities.
- E. The team is cross-functional.
Which three are examples of common network components? (Choose 3)
- A. Routers.
- B. Token Ring.
- C. Hubs.
- D. Domain Name Servers.
What are two components of a network? (Choose two)
- A. Hub.
- B. Router.
- C. Remote support.
- D. Ping.
What is the first step of the incident management process? (Choose 1)
- A. Acknowledge and set expectations.
- B. Drive problem acceptance.
- C. Receive customer request.
- D. Communicate completion.
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 LAN connected?
- B. Can anyone else print to the printer?
- C. What application are you trying to print from?
- D. Is your printer networked?
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