HDI-HDI Help Desk Manager - HD0-300

1.

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?

call answer plans contingency plans UPS usage reports Gap analysis reports

2.

Contract staffing is best described by which statement?

Contract employees typically work for a clearly defined time frame Contract employees need more initial training than full-time employees. Contract employees perform work that is not normally done by a full-time employee Contract employees work independently and are not considered part of an organizational unit.

3.

Who is the most effective advocate for raising awareness of a support center in a business?

team leaders first-line supervisors senior management middle management

4.

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

Publish trend reports for the group as a whole Publish a list of agents ranked by who has the most talk time Recognize and reward the individual who handles the most calls Recognize and reward the individual who has the least "not available"time.

5.

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

STAFFING REQUIREMENTS HISTORICAL REQUIREMENTS APPLICATION REQUIREMENTS SCHEDULING REQUIREMENTS

HDI-HDI Help Desk Manager - HD0-300

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HDI-HDI Help Desk Manager - HD0-300

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