HDI Help Desk Manager : HD0-300 Exam Questions

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) publish trend reports for the group as a whole
B) Recognize and reward the individual who handles the most calls
C) Recognize and reward the individual who has theleast :not available" time
D) publish a list of agents ranked by who has the most talk time.

2. What should be clearly communicated to stakeholders when marketing a support center?

A) the support center's effect on operational productivity
B) the support center's staffing requirements
C) the support center's implementation timelines
D) the support center's infrastructure requirements

3. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) meet regularly with stakeholders to determine training gaps
B) be active in the implementation plan for new products
C) meet regularly with focus groups and team members to evaluate past performances
D) be prepared to add staff should a new service fail

4. Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

A) customer
B) Service-level managers
C) Help Desk manager
D) stake holder
E) service provider

5. In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three)

A) create a communication hub so that people can get accurate information
B) provide an environment in which team members can experience a sense of continuity and control in their work lives.
C) sympathize with team members and leverage your presence to help provide clarity
D) demonstrate knowledge, use and understanding of new team problem management

Solutions: