Exam Name: Help Desk Manager
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Team leadership
|
| Quality and Performance Management | - Continuous improvement
|
| Process Improvement | - Service optimization
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Technology and Knowledge Management | - Support infrastructure
|
| Service Delivery Management | - Operational management
|
| Financial and Resource Management | - Business management
|
HDI Help Desk Manager Sample Questions:
To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?
- A. substantial
- B. moral
- C. integral
- D. confidential
Correct Answer: D 🗳️
Which factor has the greatest effect on business continuity planning?
- A. The cost of downtime to the business
- B. The price of implementing the plan
- C. The location of the support center
- D. The return on investment (ROI)
Correct Answer: A 🗳️
How can you provide direction in times of confusion or ambiguity?
- A. Authorize the team leader to conduct team building activities to strengthen team ties.
- B. Centralize communication to ensure that all team members get accurate information
- C. create a sense of trust in subordinates by not personally making decisions.
- D. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
Correct Answer: B 🗳️
Which three metric calculations impact customer satisfaction? (Choose three)
- A. Abandonment Rate
- B. First Call Resolution Rate
- C. Average Talk Time
- D. Averaged Speed of Answer
- E. AverageAfter Call Work Time
Correct Answer: A,B,D 🗳️
What is a best practice for staying current on trends and technologies in the support industry?
- A. Find articles that describe the support industry.
- B. Schedule a meeting with your chief information officer to ask question:s.
- C. Subscribe to leading support industry publications.
- D. Seek the advice of people who are knowledgeable about the industry.
Correct Answer: C 🗳️
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