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HDI Help Desk Manager Sample Questions:

1. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) You treat people in your organization as if they were your customer
B) Other departments are supported even when they make a mistake
C) Management responsibilities are shared.
D) Information is shared among departments within your organization

2. What are three characteristics of performance measurement? (Choose three)

A) inflexible
B) reliable
C) realistic
D) objective
E) subjective

3. What is the primary advantage of using self-help tools in a support center?

A) Self-help tools encourage more customers to call for support.
B) Self-help tools improve the rapport between customers and analysts.
C) Self-help tools keep customers dependent on the support center.
D) Self-help tools provide consistent responses to repetitive requests.

4. Which statement about contract staffing is true?

A) Contract employees may hinder teamwork if they do not work closely with full-time employees
B) Contract employees can only be let go by their company.
C) Contract employees are allowed to work hours that are not specifically defined by their company.
D) Contract employees receive more benefits than full-time employees

5. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) past performance problems
B) verbal communications
C) written documentation
D) non-verbal communications

Solutions: