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| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Technical Knowledge | 15% | - Software and application support - Computer hardware components - Operating systems basics - Networking fundamentals |
| Customer Service & Communication | 25% | - Managing customer expectations - Conflict resolution - Effective communication techniques - Service principles and best practices |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Service level agreements (SLAs) - Prioritization and escalation procedures |
In which two instances is it appropriate to use the customers first name? (choose two)
Correct Answer: A,C 🗳️
What does the abbreviation CTI stand for?
Correct Answer: C 🗳️
Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
Correct Answer: A,B,D 🗳️
What are three characteristics of effective inter-departmental relationship?
Correct Answer: A,B,D 🗳️
Which two characterize a successful negotiator? (Choose two.)
Correct Answer: B,C 🗳️
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Help Desk Manager
HDI Service Desk Manager (SDM)
SDI-Service Desk Foundation Qualification
HDI qualified customer supprot specialist(css)
HDI Qualified Customer Support Specialist
HDI qualified help desk analyst(hda)
HDI Qualified Help Desk Senior Analyst
HDI qulilfied help desk manager(hdm)
HDI qualified help desk senior analyst(hdsa)
Help Desk Analyst (HDA)
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