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HDI Help Desk Manager Sample Questions:

1. What is a best practice for keeping employees satisfied and productive?

A) Organize regular social events paid for by the company.
B) Involve employees in making decisions and seek their feedback.
C) Pay employees more than market rates.
D) Ensure that employees go on vacation at least twice annually.

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

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

3. To which three types of data do companies restrict access? (Choose three)

A) proprietary information
B) personnel records
C) payroll information
D) network shares

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 evaluate past performances

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

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

Solutions: