HDI HD0-200 : HDI Qualified Help Desk Senior Analyst

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two key reasons that can cause a team to fail? (Choose two)

A) The team has clear objectives.
B) The team is cross-functional.
C) The team has insufficient time allocated for team activities.
D) The team lacks management support.
E) The team has multiple locations.

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

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

3. What are two disadvantages of self-help technology? (Choose two)

A) It does not fully utilise support resources.
B) There can be a loss of personalised service.
C) It decreases customer dependency on the help desk.
D) It requires regular maintenance.

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

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

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

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

Solutions: