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Vendor : HDI
Exam Code : QQ0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
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A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

  1. Deliver an SLA reminder.

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

  3. Immediately escalate to management.

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

Answer: D


What are the three most common self-help technologies? (Choose three)

  1. Frequently Asked Questions.

  2. Fax-back systems.

  3. Call logging systems.

  4. Application online help systems.

Answer: A, B, D


Employees of a company arrive at work and switch on their computers at 8:00 a.m.

The help desk receives an extremely high volume of inbound calls with employees

complaining that they are unable to reach the file server. Who is typically assigned

the problem? (Choose 1)

  1. Quality manager.

  2. Knowledge engineer.

  3. System administrator.

  4. Database administrator.

Answer: C


What are two disadvantages of self-help technology? (Choose two)

  1. It requires regular maintenance.

  2. There can be a loss of personalised service.

  3. It does not fully utilise support resources.

  4. It decreases customer dependency on the help desk.

Answer: A, B


Which is the responsibility of a system administrator in a large corporate environment? (Choose 1)

  1. Database installation

  2. Network capacity planning

  3. Operating system upgrades

  4. Application capacity planning

Answer: C


Which three are examples of common network components? (Choose 3)

  1. Hubs.

  2. Routers.

  3. Token Ring.

  4. Domain Name Servers.

Answer: A, B, D


What are the two key benefits of self help technology? (Choose 2)

  1. It allows for longer wrap-up time.

  2. It reduces the need for technical support staff.

  3. It reduces calls in to the help desk.

  4. It educates customers.

Answer: C, D


What is the best description of a help desk technology infrastructure? (Choose 1)

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

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

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

  4. 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.

Answer: C


If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

  1. The security gates for the building.

  2. The secure access gate into the help desk.

  3. One of the routers on the network.

  4. One of the hubs on the network.

Answer: C


What are three basic components of Computer Telephony Integration? (Choose


  1. Interactive Voice Response.

  2. Automatic Call Distributor.

  3. Service Level Agreements.

  4. Integration Server

Answer: A, B, D

HDI QQ0-200 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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I am so thankful to every single individual within the again of the killexams.com platform. HDI Qualified Help Desk Senior Analyst book HDI broadcasts business Award Winners at 2011 HDI Annual conference & Expo | QQ0-200 Real Questions and VCE Practice Test COLORADO SPRINGS, Colo., April 19, 2011 /PRNewswire/ -- HDI, a world association for IT service and technical support specialists and the premier certification body for the business, today announced the a success wrap- up of the twenty-first HDI Annual conference & Expo for IT provider and technical help, which took region March 27April 1, 2011, on the Palazzo at the Venetian in Las Vegas, NV. centered to the wants of the whole IT carrier and technical help teamfrom seasoned directors to frontline analyststhe conference and expo attracted more than 2,200 people from thirty-three countries, together with Brazil, Japan, Poland, Australia, the UK, Nigeria, India, Canada, and the us. The 2012 HDI Annual convention & Expo can be held April 2427, 2012, on the Rosen Shingle Creek in Orlando, FL. "The HDI Annual convention & Expo offered an incredible lineup of keynote speakers, sponsors, and compelling convention programming, and it provided a show off for imaginative know-how. The success of the event demonstrates the important importance of our industry," pointed out Craig Baxter, world company director at HDI. "furthermore, we're thrilled to honor our award recipients. There are leaders at every level in a company, and HDI has long recognized the cost each and every particular person brings to a group and each group brings to the IT organization. we wish all of the award winners endured success." HDI's trade awards are presented every yr on the HDI Annual conference & Expo to reward individuals and groups for excellence. HDI's award line-up contains the HDI Analyst of the yr and supervisor of the 12 months Awards, subsidized through Robert Half know-how; the HDI crew Excellence Awards, for inside and external groups; and the Ron Muns Lifetime fulfillment Award. In 2012, HDI will add the HDI laptop assist Technician of the yr Award to the household. This year's award winners include: Analyst of the 12 months Elio Irizarry, journeying Nurse service of big apple Elio Irizarry is a support desk senior analyst at travelling Nurse service of new york, the place he gives support for complex technical suggestions, information, coordination, and observe-up on customer questions, problems, and/or malfunctions in all techniques purposes, hardware, and application put in or maintained with the aid of the tips systems department. Award nominees compete on the local and regional levels, sitting for ultimate interviews and critiques at the annual conference. Irizarry represented the long island city native chapter and the Northeast vicinity. To qualify for the award, candidates have to display a commitment to excellence in a range of key knowledge, including customer service, performance and fine of labor, manner skills, team orientation, management, and issue solving. manager of the yr George Reichert, Parker Hannifin supplier George Reichert is neatly regular all through the Parker Hannifin employer for his surprising management abilities. At Parker, he shares administration responsibility for the facts middle and is the assist desk supervisor at the corporate headquarters. Reichert is also an active HDI member who has been worried with the North Coast native chapter for seventeen years, five of these as president. This award acknowledges Reichert's tireless contributions to the neighborhood and the people round him. supervisor of the yr nominees bear a rigorous comparison manner and are judged on a couple of criteria, including innovation, customer center of attention, leadership, verbal exchange, ethics, and professionalism. The HDI group Excellence Awards honor world-category aid organizations which have superior the image of the industry by reaching the optimum necessities of excellence in client aid and service birth. each the inner and external categories are judged in keeping with the identical standards, including individuals, technique and tactics, know-how, and components, supported by measured and stated efficiency results. crew Excellence Award, external Technisource Technisource has been providing multitiered, global provider desk options for over twenty years, from both internal guide centers and customer websites. For this award, the business nominated its Mechanicsburg, PA, assist core, which supports over fifty shoppers and handles more than two million customer interactions per yr. Technisource is committed to examining and enhancing operations, internally and externally, via single-element-of-contact services and continual provider development programs. The support center's first-class assurance application reinforces the employees' accountability not only to give technically accurate, procedurally compliant services, however additionally to actively motivate the identification and removal of provider defects. In consumer satisfaction surveys, Technisource's help core averages 4.6 out of 5, and over the past two years and has obtained an "mind-blowing" score from end users over ninety five p.c of the time. team Excellence Award, exterior Volkswagen neighborhood of america Eighteen months in the past, after years of struggling to satisfy service high-quality requisites and efficiency dreams, the Volkswagen neighborhood of the united states's IT carrier company became tasked with building an IT carrier desk mannequin and help group from scratch. today, the IT provider desk helps approximately 4,000 internal corporate employees and contractors and 1,100 Audi and Volkswagen dealerships in the united states and Canada, handling about 78,000 interactions per yr. The team normally exceeds the 75eighty % first-call decision rate by way of leveraging administrative rights in the environment, preserving the talents base up to date, using the newest in far off-handle application, and making certain that each one staff members have ample technical skills. The community attributes much of its success to their individuals and the lifestyle they have created. Ron Muns Lifetime fulfillment Award Katherine Spencer Lee, Robert Half expertise right through her career, Katherine Spencer Lee has brought strategic vision and leadership to the IT service and technical support business. As an advocate of knowledgeable practicing and certification, Katherine led the transition faraway from the historical follow of simply hiring anyone to fill open positions, to bringing on board probably the most qualified support gurus, with proven client provider expertise, technical expertise, and expert certifications. She has been a member of HDI for the reason that 2001, serving on the HDI Strategic Advisory Board for 3 years and as chair for 12 months. She turned into instrumental in transforming into the local chapters on the grassroots level, bringing idea leadership to the assembly agendas, and encouraging a lot of her colleagues to run for native chapter leadership positions. The Ron Muns Lifetime fulfillment Award, which become created in honor of HDI's founder and the daddy of the provider and guide trade, recognizes individuals for his or her contributions, enthusiasm, and tireless efforts to strengthen the carrier and technical assist industry. The award, in its fourth year, honors a superb chief who has made lasting contributions to the IT provider and technical assist industry. For extra suggestions about HDI, consult with www.ThinkHDI.com, name 800.248.5667, or email at aid@ThinkHDI.com. concerning the journeying Nurse provider of new york The travelling Nurse carrier of manhattan (VNSNY) is the biggest not-for-income home health care agency in the nation, serving greater than 30,000 New Yorkers day to day. VNSNY has the capabilities and elements to carry a full latitude of home health care functions throughout all five boroughs of long island city and in Nassau and Westchester counties. offering both brief- and long-time period domestic and neighborhood-primarily based care, VNSNY features encompass expert nursing, rehabilitation therapy, HHA and companionship services, behavioral fitness, dietary suggestions, and infusion care; services for little ones and households; conclusion-of-lifestyles functions; neighborhood intellectual health services; and personal care features. so as to serve big apple's distinctive population, VNSNY staff can supply carrier in over fifty languages. Parker Hannifin supplier With annual earnings of $10 billion in FY 2010, Parker Hannifin is the area's leading different manufacturer of action and handle technologies and methods, providing precision-engineered solutions for a wide selection of mobile, industrial, and aerospace markets. The business employs approximately fifty five,000 people in forty-six nations all over. Parker has elevated its annual dividends paid to shareholders for fifty-4 consecutive years, among the many suitable 5 longest-working dividend-raise statistics within the S&P 500 index. For extra counsel, discuss with the company's site at www.parker.com, or its investor information web page at www.phstock.com. About Technisource Technisource, probably the most largest expertise functions suppliers in North the usa, provides a wide range of staffing, management capabilities, and know-how options. With just about forty years of experience, Technisource provides functions to a broad range of clients to maximize their know-how investments. concentrated on exceptional, flexibility, and price, the company's carrier offerings latitude from IT staffing, deployment, and aid capabilities to utility great management, strategic initiatives, and outsourcing. via its network of greater than fifty-six workplaces throughout the united states and Canada, Technisource continues a group of 8,000 skilled consultants and employees that carry its portfolio of service choices to Fortune 500 companies, midsized agencies, and small agencies. Technisource is a subsidiary of SFN neighborhood (NYSE: SFN). For greater suggestions, please seek advice from www.technisource.com. About Volkswagen community of the united states, Chattanooga Operations LLC founded in 1955, Volkswagen of the usa, Inc. is headquartered in Herndon, Virginia. it's a subsidiary of Volkswagen AG, headquartered in Wolfsburg, Germany. Volkswagen is among the world's largest producers of passenger vehicles and Europe's greatest automaker. VWoA sells the Eos, Golf, GTI, Jetta, Jetta SportWagen, CC, Tiguan, Touareg and Routan through approximately 600 impartial U.S. buyers. All 2011 Volkswagen motors come common-geared up with digital stability handle (ESC). this is essential because the country wide dual carriageway traffic security Administration (NHTSA) has called ESC essentially the most valuable new automobile protection expertise on account that the defense belt. talk over with Volkswagen of the united states on-line at www.vw.com or www.media.vw.com to be taught more. About Robert Half technology With more than 100 locations global, Robert Half technology is a number one provider of technology gurus for initiatives starting from net development and multiplatform systems integration to community safety and technical help. Robert Half technology presents online job search services at www.rht.com. observe Robert Half expertise at www.twitter.com/RobertHalfTech. About HDI HDI is a world IT service and technical assist membership association and the trade's premier certification and training physique. Guided by a world panel of business consultants and practitioners, HDI is the leading resource for IT provider and technical assist emerging trends and most excellent practices. HDI provides individuals with an enormous repository of components, networking opportunities, and the greatest industry experience, the HDI Annual convention & Expo. Headquartered in Colorado Springs, CO, HDI offers practising in diverse languages and countries. For extra counsel, seek advice from www.ThinkHDI.com or call +1 719.268.0174. HDI is a component of UBM TechWeb, a division of United company Media LLC. About UBM TechWeb UBM TechWeb, the global chief in know-how media and expert tips, permits people and organizations to harness the transformative vigor of expertise. through its core corporationsmedia options, advertising services, and skilled assistanceUBM TechWeb produces the most precious and consumed brands, applications, and services within the know-how market. greater than 14.5 million enterprise and expertise gurus (CIOs, IT and IT aid managers, internet and digital experts, application and online game developers, government resolution makers, telecom providers and enterprise executives) actively participate in UBM TechWeb's communities. UBM TechWeb manufacturers consist of: global face-to-face hobbies comparable to Interop, game builders conference (GDC), web 2.0, Black Hat, and VoiceCon; enormous-scale online networks akin to InformationWeek, light analyzing, and Gamasutra; analysis, working towards, and certification services, together with HDI, Pyramid research, and InformationWeek Analytics; and market-main magazines akin to InformationWeek and Wall street & know-how. UBM TechWeb is a part of UBM, a global provider of media and information features for professional B2B communities and markets. talk over with www.techweb.com for greater suggestions. Contact Melanie Adamich UBM TechWeb, HDI 719 785 5391madamich@thinkhdi.com supply HDI Obviously it is hard assignment to pick solid certification questions/answers assets concerning review, reputation and validity since individuals get sham because of picking incorrectly benefit. 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