HDI HD0-200 Exam : HDI Qualified Help Desk Senior Analyst

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

What is the best definition of a mission statement? (Choose 1)

A. It is a description of the Service Desks /Help Desks marketing and sales strategies.
B. It is a description of the Service Desks /Help Desks means of producing revenue.
C. It is a description of the Service Desks /Help Desks purpose and reason for existence.
D. It is a description of the Service Desks /Help Desks past financial performance.

Question 2

What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A. Involvement in cross-functional teams.
B. Participation in company-wide events and initiatives.
C. Active Networking.
D. Involvement in Project management.

Question 3

How can the help desk be of strategic benefit to the organisation? (Choose one)

A. It is a useful source of information.
B. It increases staff levels.
C. It ensures rigid adherence to operational policies.
D. It ensures that customers speak only to the help desk personnel.

Question 4

A cross-functional team _____. (Choose 1)

A. Utilises individuals from multiple groups to maintain an all-round view of a project.
B. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
C. Exists when members of a project team allow scope creep to divert the efforts of the team.
D. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

Question 5

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

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

Solutions: