HDI Qualified Help Desk Senior Analyst (HD0-200) Free Practice Test

Question 1

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 FAST (Federation Against Software Theft).

B. Notify the software vendor's local office.

C. Notify the department that they are using illegal software.

D. Notify their manager of the suspected violation.

Correct Answer: D

Question 2

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

A. Unstructured information gathering.

B. Logical analysis.

C. Root cause discussions.

D. Structured information gathering.

Correct Answer: A,D

Question 3

What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A. Monthly statistics.

B. Personnel identification and training.

C. Finance details.

D. A process to activate the plan.

E. Approval from Health and Safety.

Correct Answer: B,D

Question 4

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A. Take exclusive responsibility for projects.

B. Demonstrate individual responsibility.

C. Participate in and encourage communication.

D. Agree with everything everyone says.

Correct Answer: B,C

Question 5

What is the first step of the incident management process? (Choose 1)

A. Acknowledge and set expectations.

B. Receive customer request.

C. Communicate completion.

D. Drive problem acceptance.

Correct Answer: B

Question 6

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 deductive approach.

C. A sycophantic approach.

D. An inductive approach.

Correct Answer: B

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HDI Qualified Help Desk Senior Analyst (HD0-200) Free Practice Test