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| Section | Objectives |
|---|---|
| Topic 1: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 2: Quality and Performance Management | - Continuous improvement
|
| Topic 3: Process Improvement | - Service optimization
|
| Topic 4: Technology and Knowledge Management | - Support infrastructure
|
| Topic 5: People Management | - Team leadership
|
| Topic 6: Financial and Resource Management | - Business management
|
| Topic 7: Service Delivery Management | - Operational management
|
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?
Correct Answer: B 🗳️
What is a best practice for staying current on trends and technologies in the support industry?
Correct Answer: B 🗳️
You are supporting someone from a different culture. How can you improve your communication? (Choose three)
Correct Answer: A,B,D 🗳️
What is a best practice for managing the bottom line performance of the support center?
Correct Answer: C 🗳️
How can you motivate others to seek guidance?
Correct Answer: C 🗳️
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Help Desk Analyst (HDA)
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 Manager
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