HDI Help Desk Manager - HD0-300 Exam Practice Test

A. create a personal network of advisors with whom you can share problems and concerns.

B. identify trends in service, and then develop resources to meet those trends

C. concentrate on common goals during times of disagreement

D. develop interests outside of work to provide a stress-free zone

A. It frees up space and equipment for internal growth.

B. It improves teamwork

C. It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

D. It allows rapid improvement in support quality without impacting the customers being supported

A. Create a personal network of advisors with whom you can share problems and concerns

B. Identify trends in service and then develop resources to meet those trends

C. develop interests outlook of work to provide a stress-free zone.

D. concentrate on common goals during times of disagreement

A. If the average speed to answer is high then the abandon rate is likely to be low.

B. If the average speed to answer is high then the abandon rate is likely to be high.

C. The average speed to answer has no effect on the abandon rate.

D. If the average speed to answer is low then the abandon rate is likely to be high.

A. Future trends prediction

B. Internet research

C. a general consensus of opinion

D. Logical steps and analysis

A. The primary role of the support center is to ensure that metrics are maintained and distributed.

B. The primary role of the support center is to make sure that all service levels are met.

C. The primary role of the support center is to be a strategic asset to the organization it serves.

D. The primary role of the support center is to provide technical support services to executives.

A. Customer satisfaction surveys establish a basis for future pay raises.

B. Customer satisfaction surveys determine if the support center is following the service level agreement.

C. Customer satisfaction surveys show upper management that the support center is busy.

D. Customer satisfaction surveys identify what customers feel is important.

A. Market the support center's accomplishments.

B. Honor commitments you have made.

C. Implement service level reporting.

D. Participate in quality assurance testing for new releases.

A. ensure that customers are aware of Help Desk contributions

B. provide everyone on the Help Desk with similar training

C. ascertain that priority and severity levels are congruent

D. acknowledge the benefit of the customer's idea

A. A change management process eliminates the damage created by unnecessary changes.

B. A change management process ensures that all changes will be successful.

C. A change management process prevents unpopular changes from being made.

D. A change management process improves the productivity of customers.

A. provide incentives that are challenging yet attainable

B. emphasize changing behaviors rather than people

C. use personal visits as an opportunity for employee feedback, support, and mentoring

D. Evaluate performance of team members and provide support to facilitate optimum performance

A. demonstrate knowledge, use and understanding of new team problem management

B. sympathize with team members and leverage your presence to help provide clarity

C. provide an environment in which team members can experience a sense of continuity and control in their work lives.

D. create a communication hub so that people can get accurate information

A. Management responsibilities are shared.

B. You treat people in your organization as if they were your customer

C. Information is shared among departments within your organization

D. Other departments are supported even when they make a mistake

A. take the time to recruit and hire new employees

B. produce individual and team performance reports

C. seek feedback from the analysts on job difficulties

D. demonstrate your commitment to the organization

A. use discretion and courtesy

B. make the environment as comfortable as possible with pictures and colors

C. play music to reduce stress levels

D. allow employees to adjust their workstations to meet their personal needs