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Updated: Sep 15, 2026
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HDI HD0-200 Exam Overview:
| Certification Vendor: | HDI (ThinkHDI) |
|---|---|
| Exam Name: | HDI Qualified Help Desk Senior Analyst (HD0-200) |
| Exam Number: | HD0-200 |
| Related Certifications: | HDI Qualified Help Desk Analyst |
| Available Languages: | English |
| Recommended Training: | HDI Training Programs |
| Exam Registration: | HDI Certification Information |
| Sample Questions: | HDI HD0-200 Sample Questions |
| Exam Way: | Online or authorized test center (varies by region and provider delivery) |
| Official Syllabus URL: | https://www.thinkhdi.com |
HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service and Support Skills | - Communication skills
|
| Service Desk Operations | - Workflow and prioritization
|
| Incident Management and Troubleshooting | - Incident handling process
|
| IT Service Management Fundamentals | - ITIL concepts overview
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What are the two most important points to remember in order to manage a call successfully? (Choose two)
- A. Clearly document the situation and the steps taken.
- B. Give the customer something to do.
- C. Create a problem-solving work-flow.
- D. Use the same terminology as the customer.
Correct Answer: A,D 🗳️
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)
- A. They seem tense and often have white knuckles.
- B. They have a pallid complexion.
- C. They have a new wardrobe of clothes.
- D. They often seem short of breath.
- E. They bite their fingernails.
Correct Answer: A,D 🗳️
Which is a technique used in paraphrasing? (Choose 1)
- A. Using parroting.
- B. Using complex sentence patterns.
- C. Using synonyms.
- D. Using the passive voice.
Correct Answer: C 🗳️
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions in a predetermined sequence.
- B. Asking questions in a free-form manner.
- C. Asking questions in a practiced manner.
- D. Asking questions using a logical, methodical approach.
Correct Answer: A 🗳️
Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)
- A. Incident logging system.
- B. Knowledge management system.
- C. Screen pop.
- D. Public Branch Exchange (PBX).
Correct Answer: A,B,D 🗳️
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