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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

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

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

2. Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

A) consistent and right-impact feedback to team members
B) round-table meeting with employees
C) interviews with key stakeholders, customers, and leaders
D) focus groups

3. What is a best practice for ensuring that performance improves over time?

A) Develop programs that award initiative and hard work.
B) Avoid setting goals that will create stress for your team.
C) Install customer self-service packages.
D) Set easily attainable goals to reassure your team.

4. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Seek a solution that aligns with support center policies and processes.
C) Stick to the facts and ignore the customer's emotions.
D) Focus on the individual rather than on the resolution.

5. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is threatening to take the issue higher.

Solutions: