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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A) He is a technical genius.
B) He is an empathic person.
C) He is a flirt with an attractive smile.
D) He is a sympathetic person.

2. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Let your team interview prospective employees.
B) Recruit only from the pool of recent college graduates.
C) Rehire previous employees who already know the job.
D) Focus on the technical skills of prospective employees.

3. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support decreases the number of analysts needed to support customers.
B) Remote support removes all responsibility for solving problems from the customer.
C) Remote support reduces the overall cost of support.
D) Remote support allows the customer to solve problems without contacting an analyst.

4. What is a key principle of negotiation with customers?
(Choose 1)

A) Seek a solution that aligns with Support Centre policies and processes.
B) Focus on the individual rather than on the resolution.
C) Determine the customers underlying business need.
D) Stick to the facts and ignore the customers emotions.

5. You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

A) Provide adequate notice of the meeting to participants.
B) Provide an adequate room with plenty of refreshments.
C) Produce a list of possible participants.
D) Practice effective time management.
E) Work to flexible timings according to individual preferences.

Solutions: