HDI Qualified Help Desk Senior Analyst - HD0-200 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A. Ask the customer to email you instead. B. Ask the customer if there is someone else who speaks your language more fluently who could assist. C. Tell the customer you will send him a user manual. D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

Discussion 0

Correct Answer: B Vote an answer

Question 2

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

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

Discussion 0

Correct Answer: B,C,D Vote an answer

Question 3

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

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

Discussion 0

Correct Answer: D Vote an answer

Question 4

What are the three most likely disadvantages of cross-functional teams? (Choose three)

A. They may pull staff away from their normal duties. B. They may hinder interdepartmental rapport. C. They may be time consuming. D. Departmental managers may lose control.

Discussion 0

Correct Answer: A,C,D Vote an answer

Question 5

Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A. Have you ever had this error before? B. Have you spoken with the systems administrator? C. What were the circumstances that led to this situation? D. What is the error code you see?

Discussion 0

Correct Answer: C Vote an answer

Question 6

What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A. Monthly statistics. B. A process to activate the plan. C. Finance details. D. Personnel identification and training. E. Approval from Health and Safety.

Discussion 0

Correct Answer: B,D Vote an answer

Question 7

What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number. B. Using a confident tone, tell the customer you are new to the desk and are transferring their call. C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase. D. Using a confident tone, tell the customer that you are unable to help them until tomorrow.

Discussion 0

Correct Answer: C Vote an answer

Question 8

You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A. Ask the customer to email you instead. B. Ask the customer if there is someone else who speaks your language more fluently who could assist. C. Tell the customer you will send him a user manual. D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

Discussion 0

Correct Answer: B Vote an answer

Question 9

What are the two most important requirements for ensuring successful change management? (Choose 2)

A. IT approved changes. B. Change management authorisation and approval. C. Buy-in of affected stakeholders. D. Administrative staff support. E. Meeting ISO9000 documentation standards

Discussion 0

Correct Answer: B,C Vote an answer