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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

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

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

Question 2

What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A. minimize cost
B. consider the impact of the proposed services on the success of the organization as a whole
C. propose the highest level of support possible
D. study best practices for top performing organizations and set your strategies accordingly

Question 3

What is a best practice for providing direction and focus under chaotic circumstances?

A. Assure staff that everything is fine.
B. Empathize with your team members.
C. Advise staff that big changes are imminent.
D. Offer unpaid leave to your staff.

Question 4

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A. STAFFING REQUIREMENTS
B. APPLICATION REQUIREMENTS
C. HISTORICAL REQUIREMENTS
D. SCHEDULING REQUIREMENTS

Question 5

What statement best describes leadership in a support center?

A. A support center leader sides with staff against customers.
B. A support center leader focuses on process rather than efficiency.
C. A support center leader is an ongoing champion of service excellence.
D. A support center leader decides what needs to be accomplished.

Solutions: