HDI Qualified Help Desk Senior Analyst: HD0-200

Which is the best example of a problem statement? (Choose 1)

A. The application is not meeting customer expectations. They are writing to the IT manager to complain.

B. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.

C. An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.

D. A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.

Which two are techniques for communicating cross culturally? (Choose two)

A. Speak carefully and loudly.

B. Ask lots of questions to check your understanding, even if it means interrupting them.

C. Slow the pace at which you speak.

D. Tell the customer you are having some difficulty in understanding them.

How can the help desk be of strategic benefit to the organisation? (Choose one)

A. It increases staff levels.

B. It ensures that customers speak only to the help desk personnel.

C. It ensures rigid adherence to operational policies.

D. It is a useful source of information.