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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is a best practice for staying current on trends and technologies in the support industry?

A) Subscribe to leading support industry publications.
B) Find articles that describe the support industry.
C) Schedule a meeting with your chief information officer to ask question:s.
D) Seek the advice of people who are knowledgeable about the industry.

2. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be active in the implementation plan for new products
B) be prepared to add staff should a new service fail
C) meet regularly with stakeholders to determine training gaps
D) meet regularly with focus groups and team members to evaluate past performances

3. What are three ways to maintain a balanced and positive outlook when adapting to new situation, priorities, or demands? (choose three)

A) Identify trends in service and then develop resources to meet those trends
B) develop interests outlook of work to provide a stress-free zone.
C) concentrate on common goals during times of disagreement
D) Create a personal network of advisors with whom you can share problems and concerns

4. Contract staffing is best described by which statement?

A) Contract employees typically work for a clearly defined time frame
B) Contract employees need more initial training than full-time employees.
C) Contract employees perform work that is not normally done by a full-time employee
D) Contract employees work independently and are not considered part of an organizational unit.

5. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Recognize and reward the individual who has theleast :not available" time
B) publish a list of agents ranked by who has the most talk time.
C) Recognize and reward the individual who handles the most calls
D) publish trend reports for the group as a whole

Solutions: