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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) produce individual and team performance reports
B) take the time to recruit and hire new employees
C) demonstrate your commitment to the organization
D) seek feedback from the analysts on job difficulties

2. What is the most likely disadvantage of insourcing?

A) Insourcing renders the support center's knowledge base obsolete.
B) Insourcing creates problems when customers have to wait in a queue too long.
C) Insourcing causes tension among team members who are working on different projects.
D) Insourcing increases the support center's workload without increasing staffing levels.

3. An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?

A) the ability to execute a plan despite adverse conditions
B) the ability to identify unpopular decisions as still necessary
C) the ability to encourage team participation
D) the ability to discourage one-person domination

4. What are two ways to understand and value cultural difference ? (Choose two)

A) take a course in business administration
B) take a course in cross-cultural studies
C) study the business practices in relation to the mission statement
D) study the business practices of successful multinational business

5. What is a best practice for providing direction and focus under chaotic circumstances?

A) Empathize with your team members.
B) Advise staff that big changes are imminent.
C) Assure staff that everything is fine.
D) Offer unpaid leave to your staff.

Solutions: