HDI Service Desk Manager (SDM) 認定 QQ0-301 試験問題:

1. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) The Service Desk is on the 3rd Floor and there is no lift.
B) They cycle to work through heavy traffic.
C) They have found a new member of the team sitting at their desk.
D) They are experiencing personal problems at home.

2. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) System network monitoring.
B) Random call monitoring.
C) Video monitoring.
D) Regular KPI monitoring.
E) Interactive voice response monitoring.

3. You are introducing a self-service option as another channel of support for your customers to use. What three things will this will enable them to do?
(Choose 3)

A) Request a change to their work schedule.
B) Update contact information.
C) Find out where the nearest technology suppliers are based.
D) Discover what the SLA contains.
E) Find details of password reset options.

4. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They seem to get into a lot of arguments and are always very cynical.
B) They have a lot of folders open on their desk and always appear to have too much work to do.
C) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
D) They are often late for work and get irritable when it is mentioned.

5. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) A telephone survey to 25 customers a day.
B) An annual or periodic survey.
C) A selective survey.
D) An email survey scheduled for every Tuesday.

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