HDI Qualified Help Desk Senior Analyst: HD0-200 Exam Premium File as PDF & Test Engine

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Use the same terminology as the customer.
B) Give the customer something to do.
C) Create a problem-solving work-flow.
D) Clearly document the situation and the steps taken.

2. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Let me research this, I will call you back as soon as I have a resolution.
B) Allow me to check this further, I will call you at 10:00 with an update.
C) I have the information. I will get back to you as soon as possible.
D) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

3. 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 manager is not available at the moment. May I get her to call you back?
C) I am sorry, but my supervisor does not handle these situations, I can assist you.
D) It would be easier to resolve this call if you calm down.

4. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Listen to them, document all the details, and ensure that it is followed up.
B) Explain why their problem happened in the first place.
C) Tell them that the group at fault for the complaint they made will contact them.
D) Apologise, thank them for calling and close the call.

5. What is the best description of a help desk technology infrastructure? (Choose 1)

A) The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
B) The management structure of information flow, processes, and systems that are controlled by the help desk.
C) The basic architecture of a help desk and its systems that determine how it functions.
D) The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

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