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Last Updated: Sep 13, 2026
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Operational Effectiveness
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Incident and Problem Management | - Support Process Management
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions in a practiced manner.
- B. Asking questions using a logical, methodical approach.
- C. Asking questions in a free-form manner.
- D. Asking questions in a predetermined sequence.
What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)
- A. The total number of calls abandoned minus total calls answered x 100.
- B. The total number of calls answered minus total calls abandoned x 100.
- C. The total number of calls abandoned divided by total calls answered x 100.
- D. The total number of calls abandoned divided by total number of calls x 100.
Which two are techniques for communicating cross culturally? (Choose two)
- A. Slow the pace at which you speak.
- B. Speak carefully and loudly.
- C. Tell the customer you are having some difficulty in understanding them.
- D. Ask lots of questions to check your understanding, even if it means interrupting them.
What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
- A. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
- B. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
- C. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
- 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.
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. Clearly document the situation and the steps taken.
- C. Give the customer something to do.
- D. Create a problem-solving work-flow.
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