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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

What is the best description of remote control?

A. Remote control allows the analyst to control which applications a customer can use from a remote location.
B. Remote control allows the analyst to take control of the customer's PC from a remote location.
C. Remote control allows the analyst's supervisor to take control of a call from a remote location.
D. Remote control allows the customer to control which analyst will provide support.

Question 2

What is the best description of a critical thinker?

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

Question 3

What are three reasons that companies institute security programs? (Choose three)

A. corporate responsibility
B. legal mandate
C. loss potential
D. lower costs

Question 4

What is the best description of multitasking in a support center?

A. Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
B. Multitasking is taking as many calls as possible with the fewest number of analysts.
C. Multitasking is managing the support center without help from your team.
D. Multitasking is dealing with incidents and problems simultaneously.

Question 5

What is the most common disadvantage of IT configuration management programs?

A. IT configuration management programs do not meet customers' needs.
B. IT configuration management programs are prohibitively expensive.
C. IT configuration management programs are labor intensive.
D. IT configuration management programs have a low return on investment (ROI).

Solutions: