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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst reviews
B) analyst training
C) analyst interviews
D) analyst focus groups

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

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

3. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) analyst reviews
B) manager complaints
C) manager surveys
D) customer complaints
E) customer surveys
F) analyst complaints

4. What is a best practice for ensuring that you are continuously learning?

A) Create an individual development plan for yourself.
B) Solicit Web site recommendations from colleagues.
C) Go to industry shows every month.
D) Swap jobs with colleagues in other departments.

5. What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

A) communicating the status of issues
B) monitoring unresolved issues
C) recording unresolved issues
D) escalating unresolved issues
E) resolving customer issues

Solutions: