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: Quality and Performance Management | - Continuous improvement
|
| Topic 2: Technology and Knowledge Management | - Support infrastructure
|
| Topic 3: Service Delivery Management | - Operational management
|
| Topic 4: Financial and Resource Management | - Business management
|
| Topic 5: Process Improvement | - Service optimization
|
| Topic 6: People Management | - Team leadership
|
| Topic 7: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
HDI Help Desk Manager Sample Questions:
When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)
- A. notify the customer community
- B. direct all calls to voice mail
- C. provide updates on the resolution status
- D. escalate the problem
Correct Answer: A,C 🗳️
When marketing a support center, what should be clearly communicated to stakeholders?
- A. IMPLEMENTATION TIMELINES
- B. INFRASTRUCTURE REQUIREMENTS
- C. STAFFING REQUIREMENTS
- D. RETURN ON INVESTMENT
Correct Answer: D 🗳️
What is deductive reasoning based on?
- A. Logical steps and analysis
- B. Internet research
- C. a general consensus of opinion
- D. Future trends prediction
Correct Answer: A 🗳️
What is the most important part of creating and delivering presentations?
- A. Focus on the content and the message of the presentation.
- B. Direct the presentation to the most important attendees.
- C. Include microscopic details in your presentation materials.
- D. Use cutting edge and visually impressive presentation media.
Correct Answer: A 🗳️
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. manager
- C. employee
- D. Human Resources Director.
Correct Answer: C 🗳️
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