HDI Qualified Help Desk Senior Analyst Practice Test

HD0-200 Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

EXAM CODE: HD0-200
EXAM NAME: HDI Qualified Help Desk Senior Analyst

HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process.

Service and support analysts provide front line technical support and act as the primary point of contact for customers. It is vital that these IT service professionals provide the highest quality customer care to every customer on every contact. Through HDI's Support Center Analyst training, your team can learn the critical skills required to do so.

Unit 1: Role of the Support Center Analyst
Support Industry Evolution
The Role of the Analyst
The Value of the Analyst
The Future of Service and Support
Unit 2: Structural Framework of Service and Support
Understanding the Business
Structural Components Overview
Strategy
Services
Service Level Management
Standard Operating Procedures
Business Alignment
Unit 3: Service Management Processes
Best Practices for Service and Support
Incident Management
Request Fulfillment
Access Management
Security Management
Knowledge Management
Unit 4: Tools, Technology, and Service Delivery
Systems Thinking Approach
ITIL Support Tools and Technology
Support Delivery Methods
Social Media
Unit 5: Understanding Metrics
Systems Thinking - Applied to Metrics
Metrics
Dashboards
Quality Assurance
Unit 6: Communication Essentials
Communication Essentials
Active Listening
Voice Components
Effective Word Choices
Written Communication
Effective Cross-Cultural Communication
Unit 7: Troubleshooting & Incident Management
Troubleshooting and Problem-Solving
The Incident Management Process
Unit 8: Customer Management Skills
Challenging Customer Behaviors
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Unit 9: Personal & Professional Development
SWOT Assessment
Personal Development Skills Overview
Time Management
Stress Management
Managing Your Career

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HDI
HD0-200
HDI Qualified Help Desk Senior Analyst
https://killexams.com/pass4sure/exam-detail/HD0-200
Answer: A, D
QUESTION: 103
What are two ways for an HDSA to help develop a supportive and friendly work environment?
(Choose 2)
A. Agree with everything everyone says.
B. Take exclusive responsibility for projects.
C. Participate in and encourage communication.
D. Demonstrate individual responsibility.
Answer: C, D
QUESTION: 104
Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer.
B. They restate/paraphrase to ensure understanding.
C. They understand that evidence and reasoning are critical.
D. They know the process for escalating a problem.
Answer: A, B
QUESTION: 105
What is the best description of multi-tasking? (Choose 1)
A. Completing one job before starting the next one.
B. Starting tasks and handing them to subordinates to complete.
C. Delegating all responsibility along with all tasks.
D. Being capable of handling a variety of problems at the same time.
Answer: D
QUESTION: 106
33
Which is a technique used in paraphrasing? (Choose 1)
A. Using synonyms.
B. Using parroting.
C. Using the passive voice.
D. Using complex sentence patterns.
Answer: A
QUESTION: 107
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.
Answer: A, B, C
QUESTION: 108
What is used to set customer expectations? (Choose 1)
A. Root cause processes.
B. Work flow procedures.
C. Service level agreements.
D. Standard operating procedures.
Answer: C
QUESTION: 109
A cross-functional team _____. (Choose 1)
34
A. Utilises the resources of one team to cover for a shortage of resources in another team by
picking up the additional workload.
B. Exists when members of a project team allow scope creep to divert the efforts of the team.
C. Utilises individuals from multiple groups to maintain an all-round view of a project.
D. Exists when individuals from different groups lose sight of the specific objective because
they are focusing on their own objectives.
Answer: C
QUESTION: 110
You think one of your help desk analysts is suffering from stress. Which two physical signs
best indicate the analyst is experiencing stress? (Choose two)
A. They have a pallid complexion.
B. They have a new wardrobe of clothes.
C. They often seem short of breath.
D. They bite their fingernails.
E. They seem tense and often have white knuckles.
Answer: C, E
QUESTION: 111
Which situation is typically addressed by a system administrator? (Choose 1)
A. Network outages.
B. Quality monitoring corruption.
C. Poor database performance.
D. Restoration of system backup files.
Answer: D
QUESTION: 112
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)
35
A. 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.
B. Allow me to check this further, I will call you at 10:00 with an update.
C. I have the information. I will get back to you as soon as possible.
D. Let me research this, I will call you back as soon as I have a resolution.
Answer: B
QUESTION: 113
Which three facilitate success in any process change? (Choose three)
A. New processes.
B. Management direction.
C. Employee acceptance.
D. Clear objectives.
E. New technology.
Answer: B, C, D
QUESTION: 114
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. Allow me to check this further, I will call you at 10:00 with an update.
B. I have the information. I will get back to you as soon as possible.
C. 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.
D. Let me research this, I will call you back as soon as I have a resolution.
Answer: A
36

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