HDI HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Can anyone else print to the printer?
B) What application are you trying to print from?
C) Is your printer networked?
D) Is your printer LAN connected?

3. 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) I have the information. I will get back to you as soon as possible.
B) 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.
C) Let me research this, I will call you back as soon as I have a resolution.
D) Allow me to check this further, I will call you at 10:00 with an update.

4. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Application capacity planning
B) Network capacity planning
C) Operating system upgrades
D) Database installation

5. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Logical analysis.
C) Unstructured information gathering.
D) Structured information gathering.

Solutions: