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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) demonstrate your commitment to the organization
B) produce individual and team performance reports
C) seek feedback from the analysts on job difficulties
D) take the time recruit and hire new employees

2. What is the best description of benchmarking in a support center?

A) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
B) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
C) Benchmarking is allowing your support staff to determine the method it will use to provide service.
D) Benchmarking is a comparative study of the support center's performance against comparable organizations.

3. What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A) consider the impact of the proposed services on the success of the organization as a whole
B) propose the highest level of support possible
C) minimize cost
D) study best practices for top performing organizations and set your strategies accordingly

4. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) reduced resolution rates
B) potential business growth
C) improved employee morale
D) timely call avoidance

5. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Encourage your staff to participate in interdepartmental projects.
B) Network with people in other organizations.
C) Deliver presentations to senior management.
D) Attend executive seminars.

Solutions: