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HDI Help Desk Manager Sample Questions:

1. Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

A) Call Management Systems
B) Broadcast messaging devices
C) e-mail
D) web
E) telephone

2. What are three ways to maintain a balanced and positive outlook when adapting to new situation, priorities, or demands? (choose three)

A) Create a personal network of advisors with whom you can share problems and concerns
B) develop interests outlook of work to provide a stress-free zone.
C) concentrate on common goals during times of disagreement
D) Identify trends in service and then develop resources to meet those trends

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

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

4. Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

A) gap analysis
B) analyst reviews
C) stat reviews
D) regional trend analysis

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

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

Solutions: