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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) First Call Resolution Rate
B) Average Speed of Answer
C) Abandonment Rate
D) Time in Queue

2. What are three steps in an employee gap analysis? (Choose three)

A) compare the job skills for the employee's current position to the skills required for the next job level.
B) list the skills of each employee and compare them to each other
C) identify employee skills
D) Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

3. Which analysis report helps a manager determine the need for additional organizational skill development?

A) analyst analysis
B) job analysis
C) gap analysis
D) project analysis

4. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Automatic Call Distributor
B) Customer Relationship Management
C) Interactive Voice Response
D) Intra-monthly Monitoring System
E) Extra-diem Reporting Application

5. What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A) review historical successes and failure of the organization
B) create clear roles and responsibilities for all team members
C) participate in enterprise-wide initiatives and cross-functional teams
D) require regular meetings with your employees

Solutions: