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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________

A) be willing to participate
B) use personal abilities and resources
C) be positive
D) be able to multitask

2. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) verbal communications
B) non-verbal communications
C) past performance problems
D) written documentation

3. What should the Help Desk manager do to be a good listener? (Choose three)

A) make an effort to hear precisely what is being said.
B) carefully craft your responses to question:s
C) insert personal experiences into the conversation
D) be sensitive to the feelings of the speaker
E) re-interpret the message based on external input
F) note the speaker's non-verbal cues

4. What is the best description of a hot continuity site?

A) A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
B) A hot continuity site is required in frigid climates if equipment is sensitive to cold.
C) A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
D) A hot continuity site is a facility that is immediately available to be used without disruption to the customer.

5. What should analysts do to ensure that a shared work environment is effective?

A) allow employees to adjust their workstations to meet their personal needs
B) make the environment as comfortable as possible with pictures and colors
C) play music to reduce stress levels
D) use discretion and courtesy

Solutions: