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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the most important element of a successful support center with regard to the customer?

A) Surveying the customer
B) Satisfying the customer
C) Tracking customer interactions
D) Contacting the customer on time

2. 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) take the time recruit and hire new employees
C) seek feedback from the analysts on job difficulties
D) produce individual and team performance reports

3. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide assistance to second-level analysts for more advanced troubleshooting
B) to narrow the typepf problem and suggest resolutions
C) to provide Help Desk analysts with answers to every customer question:
D) to provide a direct channel to vendor's marketing departments for new systems

4. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____

A) employee's colleagues
B) Human Resources Director
C) manager
D) employee

5. What are three common problems when supporting global customers? (Choose three)

A) Problems are not communicated clearly.
B) Different technologies are found in different countries.
C) Service expectations vary from country to country.
D) Global network downtime occurs frequently.

Solutions: