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HD0-200 - HDI Qualified Help Desk Senior Analyst - Dump Information

Vendor : HDI
Exam Code : HD0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
Questions and Answers : 228 Q & A
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HD0-200 Questions and Answers

Pass4sure HD0-200 Dumps with Real Questions & Practice Test


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

  1. Agree with everything everyone says.

  2. Take exclusive responsibility for projects.

  3. Participate in and encourage communication.

  4. Demonstrate individual responsibility.

Answer: C, D


Which are two characteristics of active listeners? (Choose two)

  1. They acknowledge the customer.

  2. They restate/paraphrase to ensure understanding.

  3. They understand that evidence and reasoning are critical.

  4. They know the process for escalating a problem.

Answer: A, B


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

  1. Completing one job before starting the next one.

  2. Starting tasks and handing them to subordinates to complete.

  3. Delegating all responsibility along with all tasks.

  4. Being capable of handling a variety of problems at the same time.

Answer: D


  1. Using synonyms.

  2. Using parroting.

  3. Using the passive voice.

  4. Using complex sentence patterns.

Answer: A


What are three things to consider when determining new help desk equipment requirements? (Choose three)

  1. The expected call volume.

  2. The budget available for new equipment.

  3. The number of expected help desk personnel.

  4. The functionality advertised with the most popular systems.

Answer: A, B, C


What is used to set customer expectations? (Choose 1)

  1. Root cause processes.

  2. Work flow procedures.

  3. Service level agreements.

  4. Standard operating procedures.

Answer: C


A cross-functional team . (Choose 1)

  1. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

  2. Exists when members of a project team allow scope creep to divert the efforts of the team.

  3. Utilises individuals from multiple groups to maintain an all-round view of a project.

  4. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.

Answer: C


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)

  1. They have a pallid complexion.

  2. They have a new wardrobe of clothes.

  3. They often seem short of breath.

  4. They bite their fingernails.

  5. They seem tense and often have white knuckles.

Answer: C, E


Which situation is typically addressed by a system administrator? (Choose 1)

  1. Network outages.

  2. Quality monitoring corruption.

  3. Poor database performance.

  4. Restoration of system backup files.

Answer: D


A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

  1. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

  2. Allow me to check this further, I will call you at 10:00 with an update.

  3. I have the information. I will get back to you as soon as possible.

  4. Let me research this, I will call you back as soon as I have a resolution.

Answer: B


Which three facilitate success in any process change? (Choose three)

  1. New processes.

  2. Management direction.

  3. Employee acceptance.

  4. Clear objectives.

  5. New technology.

Answer: B, C, D


A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

  1. Allow me to check this further, I will call you at 10:00 with an update.

  2. I have the information. I will get back to you as soon as possible.

  3. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

  4. Let me research this, I will call you back as soon as I have a resolution.

Answer: A

HDI HD0-200 Exam (HDI Qualified Help Desk Senior Analyst) Detailed Information

Professional Certifications
Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam. In addition to these role based certifications, HDI offers certification in KCS Principles and ITIL Foundation®.
View a complete list of HDI certification courses and get started today!
See HDI Certification Courses >>
HDI Certification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The HDI Standards may be purchased separately. HDI members may download the standards for free.
HDI Support Center Certification
HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).
Certification Courses
HomeCertificationProfessional CertificationsCertification Courses
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Role and Knowledge Based
HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.
Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.
HDI Customer Service Representative Public Classroom Virtual Classroom Online Course Onsite
Discover how to make every customer interaction a great one.
HDI Support Center Analyst Public Classroom Virtual Classroom Online Course Onsite
Develop the skills to create exceptional customer experiences.
HDI Desktop Support Technician Public Classroom Virtual Classroom Online Course Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Technical Support Professional Public Classroom Virtual Classroom Online Course Onsite
Enhance the skills to elevate the customer experience
HDI Support Center Team Lead Public Classroom Virtual Classroom Online Course Onsite
Hone the essential leadership skills required to enhance team performance.
HDI Support Center Manager Public Classroom Virtual Classroom Onsite
Leverage people, processes, and technology to meet service demands.
HDI Desktop Support Manager Public Classroom Virtual Classroom Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Support Center Director Public Classroom Onsite
Strategically lead the service and support organization and increase business value.
KCS Foundation Public Classroom Virtual Classroom Online Course Onsite
Gain awareness of knowledge management best practices and concepts of the KCS methodology
KCS Principles Public Classroom Virtual Classroom Onsite
Learn the practical steps for capturing, storing, and successfully reusing knowledge
HDI Problem Management Professional Public Classroom Virtual Classroom Onsite
Refine your problem management skills to handle incidents before they begin.
HDI Certified Instructor Public Classroom Virtual Classroom Onsite
Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.
ITIL® Foundation Public Classroom Onsite
Learn the language of IT Service Management and the processes that support it.
Coaching Skills for Quality Support Public Classroom Onsite
Coaching skills to improve quality processes and practices in technical service and support organizations.
Online Exam Retake Fee Public Classroom Onsite
Online Exam Retake Fee
Annual Exam Insurance Public Classroom Onsite
Exam Insurance
Online Exam Extension Fee Public Classroom Onsite
Online Exam Extension Fee
Certification Standards
HomeCertificationCertification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam.
All HDI Certification Exams are based solely on the HDI Certification Standards and not on the content in the HDI Courses. HDI Courses are designed to assist a student preparing for an HDI Certification Exam. They reinforce the core concepts of the HDI Certification Standards and provide skills building opportunities for the attendees.
HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
Benefits of Certification
Operational Efficiencies
Organizations find tremendous value in the certification process because it unites their support management and teams around a common mission. Those who have received certification report that the process helped their organization align with the corporate business objectives, improved operational efficiencies and effectiveness, increased employee productivity, optimized performance monitoring and reporting, and fostered customer satisfaction and retention.
Show both your customers and the industry at large that providing the highest quality service is of paramount importance to your business model. Certification provides ample opportunity to publicize and promote your support center’s achievement to your executive management team, your customers, and your industry peers.
Employee Morale and Retention
Earning the certification affirms your support center is a positive and rewarding working environment — an environment dedicated to employee training, career development, recognition, and productivity.
Competitive Advantage
Achieving certification recognizes your successful pursuit of optimal service quality and helps you attract new customers and keep existing ones. Place the HDI Certified Support Center logo on your marketing materials, business cards, and signage, and show the world that you’ve joined an elite community of world-class support centers.
Read about Aetna's journey to excellence.
How to Become Certified
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
Watch how Canon Solutions America became HDI Certified for Exceptional Technical Support.
HDI Support Center Certification Audit: $30,000
HDI Support Center Certification Renewal Audit: $18,000
Pricing is for a single support center at a single location supporting a single customer base. Custom pricing may be required when the support center is located at multiple sites or services multiple customers. Auditor travel expenses are billed separately.
A 10% discount is available to clients who purchased HDI Support Center Certification Audit within 6 months of receiving a HDI Support Center Best Practices Assessment.
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Its standard mission is to facilitate knowledgeable construction and to foster organizational success via exception client provider, with a spotlight on assist and aid desk operations. in addition to its certification and training efforts, HDI additionally hosts conferences and hobbies around the globe, produces publications and research, and offers considerable alternatives for fascinated authorities to network and collaborate with one one more. HDI is a part of UBM know-how, which also runs the Black Hat, Fusion and Interop conferences, and produces such online publications as InformationWeek, darkish analyzing and network Computing. Overview of Core HDI Certifications and Job Roles HDI certifications are primarily equipped around guide middle job roles. notwithstanding HDI does present some credentials outdoor this umbrella, their nine core credentials can with ease be organized as a quasi-ladder or -cascade of help desk/help middle positions (from the backside up): HDI client carrier consultant (HDI-CSR): An HDI certification for frontline customer carrier representatives, designed to help them determine customer business wants and supply high-quality provider. The HDI-CSR aims at guide gurus from client provider centers, name facilities and guide centers. (path + examination: $795 (individuals)/$895 (nonmembers), $145 exam best) HDI laptop guide Technician (HDI-DST): An HDI certification for technical guide professionals who provide in-adult support to inner or faraway employees or worker's, or exterior customers. The HDI-DST emphasizes concepts to enrich customer interplay, realizing of provider level agreements and their have an effect on on workflow and request priorities, root trigger analysis, ITIL strategies for incident, problem, exchange, free up, asset and configuration management. (course + exam: $645/695, $one hundred forty five examination best) HDI support center Analyst (HDI-SCA): An HDI certification that aims at frontline technical guide team of workers seeking to find out how to control and prioritize incidents and cut back escalations. The HDI-SCA focuses on important consumer carrier knowledge for managing problematic shoppers and improving ordinary customer pride. here is essentially the most sought-after credential. (path + examination: $645/695, $one hundred forty five examination simplest) HDI issue management professional (HDI-PM): Developed in partnership with Propoint solutions, this HDI certification goals at gurus involved in planning and implementation of a proper problem management system, performing proactive and reactive problem management, prioritizing and categorizing complications, investigating and diagnosing problems, coordinating or performing root cause evaluation, constructing workarounds and fixes, and proposing alterations to aid in issue decision. The HDI-PM is based on a large number of ITSM networks, including ITIL, ISO/IEC 20000 and COBIT. (path + exam: $225) HDI assist middle crew Lead (HDI-SCTL): team leads supply the conversation hyperlink between guide group participants and their manager, and act as the first aspect of internal escalation for customers. HDI certification candidates have to have in mind team lead management and management capabilities, carrier level and operational degree agreements, ITIL approaches for incident, problem, exchange, release, asset and configuration administration, conflict administration thoughts, and people management basics, including hiring, scheduling, evaluating and preserving workers. (course + examination: $745/795; $a hundred forty five examination handiest) HDI desktop guide manager (HDI-DSM): An HDI certification that focuses on laptop aid, including aid for laptops, notebooks, printers and different items for which a firm plans to provide face-to-face desktop guide. A desktop guide manager is chargeable for executing operational and tactical plans for desktop help, and assembly customer and company wants. This certification helps candidates be aware and master characteristics of constructive computing device management, alignment of computing device assist capabilities with company approach, plus tactics for hiring, practising and main excessive-performance groups. (route + examination: $225) HDI aid center manager (HDI-SCM): This HDI certification identifies individuals who possess the knowledge and abilities crucial to be successful in managing operational and tactical features of a guide firm, and aligning with enterprise needs. successful candidates be aware of how to create provider and operational agreements, general operating approaches in helping a provider catalog, steps worried in formulating cost-benefit analyses, TCO and ROI calculations, and relationships amongst IT service administration tactics, and more. (route + examination: $225) HDI support core Director (HDI-SCD): This pinnacle level HDI certification identifies people with severe talents and knowledge involving service administration, related most effective and customary practices, the capability to align the department with organizational desires, and to benefit senior management buy-in for provider advancements and assist center value. The HDI-SCD introduces subject matters involving expertise administration, ideas for personnel management, teaching, team constructing, succession planning, figuring out of building of enterprise circumstances, use of reporting equipment and dashboards, and identifying leading and lagging symptoms. (direction + examination: $225) outside the core certification choices from HDI, you will also locate an HDI certified instructor, several coaching credentials, a number of knowledge-founded aid (KCS) credentials (foundation, principles and training) and ITIL groundwork. The HDI-SCD (Director), HDI-SCM and HDI-DSM (support center and desktop guide supervisor, respectively), and HDI-SCTL (crew Lead) credentials all expire after three years, field to continuing education or retesting requirements. other items within the core don't expire. Job Posting and revenue assistance for HDI Core Certifications salary does climb with seniority: handiest the HDI-CSR falls below the median, with a low-low general revenue of $24,715. no longer quite, it additionally accounts for a large fraction of the typical HDI certification-related job postings. simplest the HDI-PM posted a salary lower than $60,000 (simply less than $fifty nine,000, to be greater precise). The crew Lead, manager and Director certs averaged between $sixty two,000 and $65,000, however all had top values into the six figures. I guess this explains why many aid centers and help desks are established outside main metro areas. This tells me potential senior aid desk experts need to watch their earnings options and areas cautiously to make the better of their opportunities. How HDI Certification Works HDI does not require certification candidates to buy and finished training, except for these of its core certs that expire after three years, which consist of Director, supervisor and crew Lead designations. For other themes, candidates can elect to omit practising and buy most effective the exam. those that do buy working towards get the expense of the certification exam included in that buy. standard, this makes HDI certifications and practicing somewhat low-priced, as such issues go. exams cost $145 by themselves when accessible, and working towards adds no greater than $650 (participants) or $750 (non-individuals) to that can charge. where multiple expenses appear, the lessen cost reflects a standard discount for candidates who belong to HDI or who work for HDI member organizations. for many certifications, there is a set of "Certification standards" (well-described, open exam pursuits) that candidates can use to put together for the corresponding exam. (The Director-stage cert appears to lack a common, though there's a greater expensive HDI assist center normal purchasable.) HDI Certification Prep materials HDI presents exam/cert pursuits (Certification requisites), cost effective practicing, and observe tests ($69/seventy nine for ninety days, $50 extension charge). The enterprise additionally makes a vast assortment of materials purchasable (registration required) to students who sign up for its working towards classes. assessments and practising are available on-line in digital and physical lecture room formats, and access to look at, apply and prep substances is all on-line. that's a good thing, as a result of little or no aftermarket cloth for HDI certifications is accessible, as far as i will be able to inform. bottom line overall, the HDI certifications look like a fine guess for 2 sorts of IT expert: IT novices and those moving into senior roles. First, or not it's a pretty good bet for those just beginning out within the body of workers and in the hunt for an edge in landing a support desk or tech assist job. this applies to the first two or three objects in the core checklist preceding. second, or not it's a very good bet for those in search of to boost to senior positions in aid desk or tech assist hierarchies, at the group Lead, supervisor or Director ranges. as the income records suggests, people who climb to such ranges during this IT niche can expect to beat the median income said within the U.S. BLS Outlook by using a stunning large margin. And, given the continued boom in the field, and a constant urge for food for extra and more suitable assist gurus, may end up being a good normal profession alternative in IT. While it is very hard task to choose reliable certification questions / answers resources with respect to review, reputation and validity because people get ripoff due to choosing wrong service. 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