HDI HDI World wide Certification HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

A) Notify the software vendor's local office.
B) Notify FAST (Federation Against Software Theft).
C) Notify the department that they are using illegal software.
D) Notify their manager of the suspected violation.

2. 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.

3. What are the two most important purposes of an annual survey? (Choose two)

A) To evaluate overall satisfaction levels.
B) To identify changes customers feel are valuable.
C) To measure changes in products and services from the previous year.
D) To assess IT technical support.

4. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The expected call volume.
B) The number of expected help desk personnel.
C) The functionality advertised with the most popular systems.
D) The budget available for new equipment.

5. Which are two characteristics of active listeners? (Choose two)

A) They understand that evidence and reasoning are critical.
B) They acknowledge the customer.
C) They know the process for escalating a problem.
D) They restate/paraphrase to ensure understanding.

Solutions: