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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

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

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

Question 2

What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A. fewer employee benefit issues
B. the ability to easily extend the hours of support
C. the ability to handle peak periods associated with new technology rollouts
D. fewer management issues

Question 3

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

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

Question 4

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

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

Question 5

What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A. written documentation
B. non-verbal communications
C. verbal communications
D. past performance problems

Solutions: