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 |
|---|---|
| Topic 1: People Management | - Team leadership
|
| Topic 2: Quality and Performance Management | - Continuous improvement
|
| Topic 3: Service Delivery Management | - Operational management
|
| Topic 4: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 5: Financial and Resource Management | - Business management
|
| Topic 6: Technology and Knowledge Management | - Support infrastructure
|
| Topic 7: Process Improvement | - Service optimization
|
HDI Help Desk Manager Sample Questions:
Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)
- A. customer
- B. Service-level managers
- C. Help Desk manager
- D. service provider
- E. stake holder
What is a best practice for keeping employees satisfied and productive?
- A. Involve employees in making decisions and seek their feedback.
- B. Organize regular social events paid for by the company.
- C. Ensure that employees go on vacation at least twice annually.
- D. Pay employees more than market rates.
What is the best way to manage multiple demands on your time?
- A. Delegate tasks where possible.
- B. Cancel meetings to save time.
- C. Arrive at work an hour before your scheduled work hours.
- D. Work through your lunch breaks.
What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)
- A. timely call avoidance
- B. improved employee morale
- C. potential business growth
- D. reduced resolution rates
Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)
- A. workforce scheduling
- B. quality assurance
- C. trend analysis
- D. change management
- E. disaster recovery
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