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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify possible causes of the problem.
B) Identify customer assumptions.
C) Validate the problem statement.
D) Prioritise possible causes of the problem.

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

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

3. Which is a technique used in paraphrasing? (Choose 1)

A) Using parroting.
B) Using the passive voice.
C) Using synonyms.
D) Using complex sentence patterns.

4. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A) Identify possible causes of the problem.
B) Identify customer assumptions.
C) Validate the problem statement.
D) Prioritise possible causes of the problem.

5. What is a purpose of self-help technology? (Choose 1)

A) To help build rapport between support staff and customers.
B) To help make best use of available staff.
C) To maintain customers reliance on the help desk.
D) To encourage a higher call volume.

Solutions: