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| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations Management | - Incident and Request Management
|
| Topic 2: Leadership and People Management | - Team leadership and supervision
|
| Topic 3: Technology and Tools in Service Management | - Service desk tools and automation
|
| Topic 4: Customer Experience Management | - Customer satisfaction and service quality
|
Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)
Correct Answer: B,C 🗳️
Which technology reduces Help Desk call volumes?
Correct Answer: C 🗳️
What is a key principle of negotiation with customers?
Correct Answer: B 🗳️
What are two ways to understand and value cultural difference ? (Choose two)
Correct Answer: A,D 🗳️
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?
Correct Answer: A 🗳️
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HDI Qualified Help Desk Senior Analyst
SDI-Service Desk Foundation Qualification
HDI qualified help desk analyst(hda)
HDI qulilfied help desk manager(hdm)
HDI Qualified Customer Support Specialist
HDI qualified help desk senior analyst(hdsa)
Help Desk Analyst (HDA)
HDI Service Desk Manager (SDM)
HDI qualified customer supprot specialist(css)
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