最新的HDI Qualified Help Desk Senior Analyst - HD0-200免費考試真題

A. I am sorry, but my manager is not available at the moment. May I get her to call you back?

B. I am sorry, but my supervisor does not handle these situations, I can assist you.

C. I appreciate your frustration with this; I have experienced this same problem many times.

D. It would be easier to resolve this call if you calm down.

A. The team has insufficient time allocated for team activities.

B. The team has clear objectives.

C. The team has multiple locations.

D. The team lacks management support.

E. The team is cross-functional.

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

B. Completing one job before starting the next one.

C. Delegating all responsibility along with all tasks.

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

A. It can be impersonal.

B. It can be expensive to implement and maintain.

C. It requires minimal maintenance.

D. It provides consistent responses to regular questions.

E. It enables customers to help themselves.

F. It is available 24/7.

A. Log the customers details and take the next call.

B. Reassign (escalate) the call to the appropriate team.

C. Deliver an SLA reminder.

D. Immediately escalate to management.

A. It saves time for the organisation.

B. It protects the integrity of data.

C. It provides ease of access to systems.

D. It assists the organisation recover following a disaster.

E. It protects the integrity of files.

A. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

B. The management structure of information flow, processes, and systems that are controlled by the help desk.

C. 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.

D. The basic architecture of a help desk and its systems that determine how it functions.

A. Clearly document the situation and the steps taken.

B. Use the same terminology as the customer.

C. Give the customer something to do.

D. Create a problem-solving work-flow.