HDI-HDI Help Desk Manager - HD0-300 Set 2

Benchmarking is a comparative study of the support center's performance against comparable organizations. Benchmarking is a marketing tool that increases the support center's visibility to its customers. Benchmarking is allowing your support staff to determine the method it will use to provide service. Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

Self-healing tools delete illegal software. Self-healing tools run auto backups. Self-healing tools shut down computer systems. Self-healing tools update registry settings.

The support center archives change reports for the knowledge base. The support center authorizes the change after assessing its impact. The support center documents customer queries prior to the change. The support center tracks the impact that the change has on customers.

The support center advises customers of how to best avoid problems. The support center documents incidents and problems as they occur. The support center fixes all reported problems as rapidly as possible. The support center keeps management informed of all reported problems.

Arrive at work an hour before your scheduled work hours. Cancel meetings to save time. Delegate tasks where possible. Work through your lunch breaks.