HDI Qualified Help Desk Senior Analyst : HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which two tools can be used to capture metrics in a support environment? (Choose two)

A) Spreadsheet.
B) Call logging system.
C) Instant messaging.
D) ACD (Automatic Call Distributor).

2. What is used to set customer expectations? (Choose 1)

A) Root cause processes.
B) Standard operating procedures.
C) Work flow procedures.
D) Service level agreements.

3. 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 highlighting of individual shortcomings.
C) Effective facilitation.
D) Effective demands for respect for your expertise.
E) Effective meeting management.

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

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

5. What is a principle of structured information gathering? (Choose 1)

A) Asking questions in a practiced manner.
B) Asking questions using a logical, methodical approach.
C) Asking questions in a predetermined sequence.
D) Asking questions in a free-form manner.

Solutions: