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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the first step to take when calculating return on investment (ROI)?

A) Collect data.
B) Determine costs.
C) Identify intangible benefits.
D) Report results.

2. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if you must replace the customer's hardware.
B) Providedeskside support if the support center is not busy.
C) Providedeskside support if the customer doesn't understand the service level agreement.
D) Providedeskside support if you need to calm the customer down.

3. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) consistent and high-impact feedback to team members
B) focus groups
C) round-table meetings with employees
D) interview with key stakeholders, customers, and leaders

4. Who is ultimately responsible for an employee's success or failure?

A) the employee's mentor
B) the employee's team leader
C) the employee's manager
D) the employee

5. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Seek a solution that aligns with support center policies and processes.
C) Stick to the facts and ignore the customer's emotions.
D) Focus on the individual rather than on the resolution.

Solutions: