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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What are three characteristics of performance measurement? (Choose three)

A) subjective
B) reliable
C) realistic
D) objective
E) inflexible

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

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

3. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A) review your team's structure for opportunities to leverage the skill mix
B) involve model team members in the interview and selection process
C) review salary expectations in relation to departmental constraints
D) perform a job analysis to determine the required skills and temperament.

4. What is the primary benefit of having security policies in a support center?

A) Security policies ensure that customers cannot carry out illegal transactions.
B) Security policies allow the support center to stay open later.
C) Security policies limit Internet access for all of the company's employees.
D) Security policies protect the company in the event of data loss.

5. Which four factors are important when dealing with an individual's performance problem? (Choose four)

A) personality
B) specific details
C) timeliness
D) consequences
E) performance responsibility

Solutions: