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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Quality and Performance Management | - Continuous improvement
|
| Financial and Resource Management | - Business management
|
| Service Delivery Management | - Operational management
|
| Process Improvement | - Service optimization
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| People Management | - Team leadership
|
| Technology and Knowledge Management | - Support infrastructure
|
HDI Help Desk Manager Sample Questions:
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
- A. seek feedback from the analysts on job difficulties
- B. take the time to recruit and hire new employees
- C. demonstrate your commitment to the organization
- D. produce individual and team performance reports
Which three statements about effective inter-departmental relationships are true? (Choose three)
- A. Information is shared among departments within your organization
- B. Management responsibilities are shared
- C. You treat people in your organization as they were your customer
- D. Other departments are supported even when they make a mistake
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
- A. seek feedback from the analysts on job difficulties
- B. demonstrate your commitment to the organization
- C. take the time recruit and hire new employees
- D. produce individual and team performance reports
Which two actions ensure consistent customer service? (Choose two)
- A. ascertain that priority and severity levels are congruent
- B. provide everyone on the Help Desk with similar training
- C. acknowledge the benefit of the customer's idea
- D. ensure that customers are aware of Help Desk contributions
What is a key principle of negotiation with customers?
- A. Determine the customer's underlying need and seek a mutually beneficial solution.
- B. Stick to the facts and ignore the customer's emotions.
- C. Seek a solution that aligns with support center policies and processes.
- D. Focus on the individual rather than on the resolution.
