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HDI HD0-200 valid - in .pdf
- Exam Code: HD0-200
- Exam Name: HDI Qualified Help Desk Senior Analyst
- Q & A: 114 Questions and Answers
- PDF Price: $49.99
- Free Demo
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HDI HD0-200 valid - Testing Engine
- Exam Code: HD0-200
- Exam Name: HDI Qualified Help Desk Senior Analyst
- Q & A: 114 Questions and Answers
- Software Price: $49.99
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 2: Service Desk Operations | - Operational Effectiveness
|
| Topic 3: Customer Service and Communication | - Customer Interaction Skills
|
| Topic 4: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 5: Incident and Problem Management | - Support Process Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
Question #1
What are three basic components of Computer Telephony Integration? (Choose three)
- A. Automatic Call Distributor.
- B. Service Level Agreements.
- C. Interactive Voice Response.
- D. Integration Server
Answer: A,C,D
Question #2
Which are the two most important qualities required for effective leadership? (Choose two)
- A. the ability to encourage accountability and ownership.
- B. the avoidance of arguments within the group.
- C. the demonstration of and support for fairness.
- D. the ability to exert absolute authority at all times.
Answer: A,C
Question #3
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions in a practiced manner.
- B. Asking questions using a logical, methodical approach.
- C. Asking questions in a free-form manner.
- D. Asking questions in a predetermined sequence.
Answer: D
Question #4
Which two are techniques for communicating cross culturally? (Choose two)
- A. Slow the pace at which you speak.
- B. Speak carefully and loudly.
- C. Tell the customer you are having some difficulty in understanding them.
- D. Ask lots of questions to check your understanding, even if it means interrupting them.
Answer: A,C
Question #5
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
- A. Personnel identification and training.
- B. Finance details.
- C. A process to activate the plan.
- D. Monthly statistics.
- E. Approval from Health and Safety.
Answer: A,C
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