Exam Name: Help Desk Manager
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Knowledge Management | - Support infrastructure
|
| People Management | - Team leadership
|
| Service Delivery Management | - Operational management
|
| Process Improvement | - Service optimization
|
| Quality and Performance Management | - Continuous improvement
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Financial and Resource Management | - Business management
|
HDI Help Desk Manager Sample Questions:
What should you do to ensure that your Help Desk support strategies align with the organization being supported?
- A. propose the highest level of support possible
- B. minimize cost
- C. study best practices for top performing organizations and set your strategies accordingly
- D. consider the impact of the proposed services on the success of the organization as a whole
What is a key principle of negotiation with customers?
- A. Focus on the individual rather than on the resolution.
- B. Determine the customer's underlying need and seek a mutually beneficial solution.
- C. Seek a solution that aligns with support center policies and processes.
- D. Stick to the facts and ignore the customer's emotions.
You are supporting someone from a different culture. How can you improve your communication? (Choose three)
- A. speak slowly and loudly
- B. use proper/standard language expressions (eliminate slang)
- C. pause to verify understanding
- D. encourage the person to ask for clarification
Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
- A. publish trend reports for the group as a whole
- B. Recognize and reward the individual who handles the most calls
- C. Recognize and reward the individual who has theleast :not available" time
- D. publish a list of agents ranked by who has the most talk time.
How can you provide direction in times of confusion or ambiguity?
- A. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
- B. create a sense of trust in subordinates by not personally making decisions.
- C. Authorize the team leader to conduct team building activities to strengthen team ties.
- D. Centralize communication to ensure that all team members get accurate information
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