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HDI Help Desk Manager Sample Questions:

1. What is a best practice for ensuring that you are continuously learning?

A) Swap jobs with colleagues in other departments.
B) Create an individual development plan for yourself.
C) Go to industry shows every month.
D) Solicit Web site recommendations from colleagues.

2. What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

A) communicating the status of issues
B) recording unresolved issues
C) escalating unresolved issues
D) monitoring unresolved issues
E) resolving customer issues

3. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be prepared to add staff should a new service fail
B) meet regularly with focus groups and team members to evaluates past performances.
C) be active in the implementation plan for new products
D) meet regularly with stakeholders to determine training gaps

4. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide assistance to second-level analysts for more advanced troubleshooting
B) to provide a direct channel to vendor's marketing departments for new systems
C) to provide Help Desk analysts with answers to every customer question:
D) to narrow the typepf problem and suggest resolutions

5. What is a best practice for establishing effective relationships with other parts of the service organization?

A) There is no single best way
B) Treat others as you would like to be treated.
C) Maximal personal benefits

Solutions: