HDI HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It provides consistent responses to regular questions.
B) It enables customers to help themselves.
C) It requires minimal maintenance.
D) It is available 24/7.
E) It can be expensive to implement and maintain.
F) It can be impersonal.

2. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my supervisor does not handle these situations, I can assist you.
B) I appreciate your frustration with this; I have experienced this same problem many times.
C) It would be easier to resolve this call if you calm down.
D) I am sorry, but my manager is not available at the moment. May I get her to call you back?

3. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I am sorry, but my supervisor does not handle these situations, I can assist you.
B) I appreciate your frustration with this; I have experienced this same problem many times.
C) It would be easier to resolve this call if you calm down.
D) I am sorry, but my manager is not available at the moment. May I get her to call you back?

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To evaluate overall satisfaction levels with products.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To measure the quality of a single interaction.

5. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Information giving focus.
B) Reactive focus.
C) Proactive focus.
D) Integrated focus.
E) Transactional focus.

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