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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It enables customers to help themselves.
B) It provides consistent responses to regular questions.
C) It can be expensive to implement and maintain.
D) It can be impersonal.
E) It requires minimal maintenance.
F) It is available 24/7.

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

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

3. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Screen pop.
B) Knowledge management system.
C) Public Branch Exchange (PBX).
D) Incident logging system.

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

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

5. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The expected call volume.
B) The budget available for new equipment.
C) The number of expected help desk personnel.
D) The functionality advertised with the most popular systems.

Solutions: