Help Desk Manager: HD0-300

What are two enabling factors of the HDI Certified Support Center model? (Choose two)

A. results

B. leadership

C. resources

D. satisfaction

What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A. promote information sharing and learning

B. put processes in place for encouraging creativity

C. put procedures in place for screening potential ideas.

D. Prevent open discussions of new technologies at work.

E. Require a formal plan before consideration of new ideas.

What is the best way to prepare your support center to take international calls?

A. Ask management for budget money to train all of your analysts in the languages that will be required by the project.

B. Find ways to hire analysts that speak all of the languages that will require support services.

C. Interview each analyst to determine whether your analysts want to take international calls.

D. Use industry best practices as a benchmark and study other groups that provide similar support services.