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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three are examples of common network components? (Choose 3)

A) Routers.
B) Token Ring.
C) Hubs.
D) Domain Name Servers.

2. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer networked?
B) Can anyone else print to the printer?
C) Is your printer LAN connected?
D) What application are you trying to print from?

3. A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A) A synergistic approach.
B) A sycophantic approach.
C) An inductive approach.
D) A deductive approach.

4. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)

A) Trend and analyse the number of password reset requests received at the help desk.
B) Review the software with the customer user group.
C) Download the software and prototype with the help desk.
D) Work with IT to implement the software.

5. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) System administrator.
B) Database administrator.
C) Quality manager.
D) Knowledge engineer.

Solutions: