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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

What are two components of a network? (Choose two)

A. Hub.
B. Router.
C. Remote support.
D. Ping.

Question 2

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

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

Question 3

You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

A. Ask your team colleagues to concentrate on this problem with you.
B. Explain to the customer what will happen next.
C. Develop a multi-functional team to address the situation.
D. Close the call.

Question 4

What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A. Traceability of help desk actions and activities.
B. Faster, more efficient service.
C. Customers assign the priority.
D. Fair and consistent treatment.

Question 5

What are three advantages of performing system backups? (Choose three)

A. It saves time for the organisation.
B. It assists the organisation recover following a disaster.
C. It protects the integrity of files.
D. It protects the integrity of data.
E. It provides ease of access to systems.

Solutions: