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HDI Help Desk Manager Sample Questions:

1. What is a best practice for retaining valuable members of your team?

A) Pay less than the industry average for the position.
B) Avoid criticizing the members of your team.
C) Provide your employees with a clear career path.
D) Let the members of your team figure out the job for themselves.

2. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Automatic Call Distributor
B) Interactive Voice Response
C) Customer Relationship Management
D) Intra-monthly Monitoring System
E) Extra-diem Reporting Application

3. What is a best practice for managing risks and uncertainties?

A) Seek advice from your coworkers.
B) Refer to published service level agreements.
C) Manage strengths, weaknesses, opportunities, and threats.
D) Make decisions based upon intuition.

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

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

5. What should you use to define a Help Desk's role in an organization?

A) goals and objectives
B) job descriptions
C) vision and mission statement
D) development plans

Solutions: