HDI HD0-300 : Help Desk Manager

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HDI Help Desk Manager Sample Questions:

1. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) direct all calls to voice mail
B) notify the customer community
C) provide updates on the resolution status
D) escalate the problem

2. What are three reasons that companies institute security programs? (Choose three)

A) loss potential
B) corporate responsibility
C) legal mandate
D) lower costs

3. How can you pursue continuous learning to stay current with industry standards? (Choose two)

A) volunteer for projects that require you toleam new information
B) create an individual development plan
C) communicate a need for change by providing a compelling business rationale
D) conduct monthly performance reviews

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

5. What is a best practice for staying current on trends and technologies in the support industry?

A) Find articles that describe the support industry.
B) Seek the advice of people who are knowledgeable about the industry.
C) Subscribe to leading support industry publications.
D) Schedule a meeting with your chief information officer to ask question:s.

Solutions: