HDI HD0-300 : Help Desk Manager

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which three ensure the realization of an employee's potential? (Choose three)

A) employee satisfaction
B) training plans
C) job descriptions
D) employee salary

2. 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

3. What is the most commonly used technology in the support center?

A) E-mail
B) Telephony
C) Remote control
D) Self-help

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

5. What is the best description of benchmarking in a support center?

A) Benchmarking is allowing your support staff to determine the method it will use to provide service.
B) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
C) Benchmarking is a comparative study of the support center's performance against comparable organizations.
D) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

Solutions: