HDI HD0-300

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HDI Help Desk Manager Sample Questions:

1. Which concept refers to identifying required staffing based on projected volume?

A) resource planning
B) outsourcing
C) trend awareness
D) insourcing

2. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) timely call avoidance
B) improved employee moral
C) potential business growth
D) reduced resolution rates

3. Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

A) Service-level managers
B) service provider
C) Help Desk manager
D) customer
E) stake holder

4. 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.

5. By asking customers to evaluate your present performance and suggest improvements what can you manage?

A) communications
B) financial trends
C) directlabour resourcing
D) stakeholder expectations

Solutions: