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HDI Help Desk Manager Sample Questions:

1. What is a best practice for building trusting relationships with other support groups?

A) Honor commitments you have made.
B) Market the support center's accomplishments.
C) Participate in quality assurance testing for new releases.
D) Implement service level reporting.

2. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) employee
B) Human Resources Director.
C) manager
D) employee's colleagues

3. What is the best description of benchmarking in a support center?

A) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
B) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
C) Benchmarking is allowing your support staff to determine the method it will use to provide service.
D) Benchmarking is a comparative study of the support center's performance against comparable organizations.

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

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

5. What best describes the role of the support center in the change management process?

A) The support center tracks theimpactthe change has on customers.
B) the support archives change report for the knowledge base
C) The support center documents customer queries to change
D) The support center authorizes the change after assessing its impact.

Solutions: