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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective discouragement of humour.
B) Effective meeting management.
C) Effective highlighting of individual shortcomings.
D) Effective demands for respect for your expertise.
E) Effective facilitation.

3. What are three characteristics of effective leaders? (Choose three)

A) They are able to execute plans.
B) They practice and encourage fairness.
C) They delegate responsibility effectively.
D) They closely monitor the team.

4. Which two business needs must be considered when allocating priorities? (Choose two)

A) Service level agreement commitments.
B) The customers status.
C) The impact on the business.
D) The customers location.

5. Why is it important to record and analyse customer complaints? (Choose 1)

A) To prove that other IT groups are meeting customer expectations.
B) To gain insight into customer perceptions.
C) To identify customers who are never satisfied.
D) To demonstrate that customers are not aware of service level agreements.

Solutions: