HDI HD0-200 Value Pack (Frequently Bought Together)

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three characteristics of effective leaders? (Choose three)

A) They are able to execute plans.
B) They practice and encourage fairness.
C) They delegate responsibility effectively.
D) They closely monitor the team.

2. 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 the customer that you are unable to help them until tomorrow.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

3. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to encourage accountability and ownership.
B) the ability to exert absolute authority at all times.
C) the demonstration of and support for fairness.
D) the avoidance of arguments within the group.

4. What is the best description of multi-tasking? (Choose 1)

A) Starting tasks and handing them to subordinates to complete.
B) Completing one job before starting the next one.
C) Delegating all responsibility along with all tasks.
D) Being capable of handling a variety of problems at the same time.

5. As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A) Effective facilitation.
B) Effective highlighting of individual shortcomings.
C) Effective demands for respect for your expertise.
D) Effective meeting management.
E) Effective discouragement of humour.

Solutions: