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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

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) Human Resources Director
B) manager
C) employee
D) employee's colleagues

2. What is the best description of a critical thinker?

A) A critical thinker critiques in order to redesign and remodel.
B) A critical thinker is able to discover weaknesses and risks.
C) A critical thinker expresses sympathy to meet the needs of customers.
D) A critical thinker leverages intuition appropriately.

3. Which three ensure the realization of an employee's potential? (Choose three)

A) employee salary
B) training plans
C) employee satisfaction
D) job descriptions

4. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) fewer management issues
B) fewer employee benefit issues
C) the ability to handle peak periods associated with new technology rollouts
D) the ability to easily extend the hours of support

5. What statement best describes leadership in a support center?

A) A support center leader decides what needs to be accomplished.
B) A support center leader focuses on process rather than efficiency.
C) A support center leader sides with staff against customers.
D) A support center leader is an ongoing champion of service excellence.

Solutions: