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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Active Networking.
B) Participation in company-wide events and initiatives.
C) Involvement in cross-functional teams.
D) Involvement in Project management.

2. 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 the department that they are using illegal software.
C) Notify their manager of the suspected violation.
D) Notify FAST (Federation Against Software Theft).

3. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) The secure access gate into the help desk.
B) One of the hubs on the network.
C) The security gates for the building.
D) One of the routers on the network.

4. Which two are techniques for communicating cross culturally? (Choose two)

A) Slow the pace at which you speak.
B) Tell the customer you are having some difficulty in understanding them.
C) Speak carefully and loudly.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

5. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They have a new wardrobe of clothes.
B) They seem tense and often have white knuckles.
C) They bite their fingernails.
D) They have a pallid complexion.
E) They often seem short of breath.

Solutions: