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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

A) identifying daily, weekly, and monthly trends
B) implementing preventive measures
C) performing customer assessments
D) ensuring that customer contacts are logged

2. What should analysts do to ensure that a shared work environment is effective?

A) allow employees to adjust their workstations to meet their personal needs
B) play music to reduce stress levels
C) make the environment as comfortable as possible with pictures and colors
D) use discretion and courtesy

3. What is the best description of remote control?

A) Remote control allows the analyst's supervisor to take control of a call from a remote location.
B) Remote control allows the analyst to take control of the customer's PC from a remote location.
C) Remote control allows the customer to control which analyst will provide support.
D) Remote control allows the analyst to control which applications a customer can use from a remote location.

4. What are two enabling factors of the HDI Certified Support Center model? (Choose two)

A) leadership
B) results
C) resources
D) satisfaction

5. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) formal education
B) specialization knowledge in a discipline
C) experience
D) intelligence

Solutions: