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 |
|---|---|
| Technology and Knowledge Management | - Support infrastructure
|
| Process Improvement | - Service optimization
|
| Quality and Performance Management | - Continuous improvement
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Service Delivery Management | - Operational management
|
| People Management | - Team leadership
|
| Financial and Resource Management | - Business management
|
HDI Help Desk Manager Sample Questions:
Which practice is important in improving the supportive atmosphere found in an open and positive work environment?
- A. specific statement of performance expectations
- B. use of visual status boards
- C. access to computer telephony technologies
- D. empowerment from management
Correct Answer: D 🗳️
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
- A. be prepared to add staff should a new service fail
- B. be active in the implementation plan for new products
- C. meet regularly with focus groups and team members to evaluate past performances
- D. meet regularly with stakeholders to determine training gaps
Correct Answer: B 🗳️
Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?
- A. contingency plans
- B. call answer plans
- C. Gap analysis reports
- D. UPS usage reports
Correct Answer: A 🗳️
What are three steps in an employee gap analysis? (Choose three)
- A. compare the job skills for the employee's current position to the skills required for the next job level.
- B. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)
- C. identify employee skills
- D. list the skills of each employee and compare them to each other
Correct Answer: A,B,C 🗳️
What system allows you to view Key Performance Indicators in real time?
- A. CTE
- B. Computer Telephony Integration (CTI)
- C. SETI
- D. PKI
Correct Answer: B 🗳️
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