HDI HD0-300 : Help Desk Manager

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

2. What should be clearly communicated to stakeholders when marketing a support center?

A) the support center's effect on operational productivity
B) the support center's infrastructure requirements
C) the support center's staffing requirements
D) the support center's implementation timelines

3. External outsourcing by a third party is the preferred method of support in which situation?

A) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
B) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
C) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
D) Your support organization supports a number of proprietary applications and has significant security restrictions.

4. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?

A) contingency plans
B) Gap analysis reports
C) UPS usage reports
D) call answer plans

5. What are two benefits of external outsourcing?

A) It allows rapid improvement in support quality without impacting the customers being supported
B) It improves teamwork
C) It frees up space and equipment for internal growth.
D) It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

Solutions: