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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two key reasons that can cause a team to fail? (Choose two)

A) The team lacks management support.
B) The team is cross-functional.
C) The team has insufficient time allocated for team activities.
D) The team has multiple locations.
E) The team has clear objectives.

2. What is unstructured information gathering? (Choose 1)

A) Not using acronyms and speaking at the customer's level.
B) Asking questions in a free-form manner.
C) Using open questions to get customers to talk.
D) Identifying what happened vs. what was expected.

3. What are the two most important purposes of an annual survey? (Choose two)

A) To identify changes customers feel are valuable.
B) To assess IT technical support.
C) To evaluate overall satisfaction levels.
D) To measure changes in products and services from the previous year.

4. What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A) Take exclusive responsibility for projects.
B) Agree with everything everyone says.
C) Participate in and encourage communication.
D) Demonstrate individual responsibility.

5. What are three key advantages of outsourcing? (Choose three)

A) Decreased responsibility for customer satisfaction.
B) Increased profitability.
C) Lower capital outlay.
D) Fewer resource requirements.
E) Reduced cost for provision of support.

Solutions: