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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____

A. manager
B. employee's colleagues
C. employee
D. Human Resources Director

Question 2

What should be addressed in a support center's marketing plan?

A. the support center's staffing requirements
B. the support center's implementation timelines
C. the support center's budget requirements
D. the support center's role in the corporate vision

Question 3

What is the best description of a good leader?

A. A good leader inspires the team.
B. A good leader demands performance from the team.
C. A good leader dictates to the team.
D. A good leader dominates the team.

Question 4

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?

A. contingency plans
B. UPS usage reports
C. Gap analysis reports
D. call answer plans

Question 5

What are two benefits of external outsourcing?

A. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service
B. It allows rapid improvement in support quality without impacting the customers being supported
C. It frees up space and equipment for internal growth.
D. It improves teamwork

Solutions: