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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What are two enabling factors of the HDI Certified Support Center model? (Choose two)

A) satisfaction
B) results
C) leadership
D) resources

2. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that call volumes will remain at the current levels for the next several years.
B) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
C) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
D) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.

3. What is the best description of a critical thinker?

A) A critical thinker is able to discover weaknesses and risks.
B) A critical thinker critiques in order to redesign and remodel.
C) A critical thinker expresses sympathy to meet the needs of customers.
D) A critical thinker leverages intuition appropriately.

4. What is a best practice for retaining valuable members of your team?

A) Pay less than the industry average for the position.
B) Avoid criticizing the members of your team.
C) Provide your employees with a clear career path.
D) Let the members of your team figure out the job for themselves.

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

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

Solutions: