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Last Updated: Sep 25, 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
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Incident and Problem Management | - Support Process Management
|
| Customer Service and Communication | - Customer Interaction Skills
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)
- A. Prioritise possible causes of the problem.
- B. Validate the problem statement.
- C. Identify possible causes of the problem.
- D. Identify customer assumptions.
Correct Answer: B 🗳️
Which are two characteristics of active listeners? (Choose two)
- A. They restate/paraphrase to ensure understanding.
- B. They understand that evidence and reasoning are critical.
- C. They acknowledge the customer.
- D. They know the process for escalating a problem.
Correct Answer: A,C 🗳️
What is the best definition of a mission statement? (Choose 1)
- A. It is a description of the Service Desks /Help Desks past financial performance.
- B. It is a description of the Service Desks /Help Desks means of producing revenue.
- C. It is a description of the Service Desks /Help Desks marketing and sales strategies.
- D. It is a description of the Service Desks /Help Desks purpose and reason for existence.
Correct Answer: D 🗳️
You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)
- A. Develop a multi-functional team to address the situation.
- B. Ask your team colleagues to concentrate on this problem with you.
- C. Close the call.
- D. Explain to the customer what will happen next.
Correct Answer: D 🗳️
What is the best description of a help desk technology infrastructure? (Choose 1)
- A. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
- B. The basic architecture of a help desk and its systems that determine how it functions.
- C. The management structure of information flow, processes, and systems that are controlled by the help desk.
- D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
Correct Answer: B 🗳️
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