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HDI HD0-200 real answers - HDI Qualified Help Desk Senior Analyst

HD0-200
  • Exam Code: HD0-200
  • Exam Name: HDI Qualified Help Desk Senior Analyst
  • Updated: Oct 14, 2025
  • Q & A: 114 Questions and Answers
  • PDF Version

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  • PDF Price: $49.98
  • HDI HD0-200 Value Pack

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  • PDF Version + PC Test Engine + Online Test Engine (free)
  • Value Pack Total: $69.98

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Structured information gathering.
B) Logical analysis.
C) Root cause discussions.
D) Unstructured information gathering.


2. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Use the same terminology as the customer.
B) Give the customer something to do.
C) Create a problem-solving work-flow.
D) Clearly document the situation and the steps taken.


3. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What were the circumstances that led to this situation?
B) Have you ever had this error before?
C) What is the error code you see?
D) Have you spoken with the systems administrator?


4. 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 have a pallid complexion.
C) They bite their fingernails.
D) They often seem short of breath.
E) They seem tense and often have white knuckles.


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


Solutions:

Question # 1
Answer: A,D
Question # 2
Answer: A,D
Question # 3
Answer: A
Question # 4
Answer: D,E
Question # 5
Answer: D

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