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HDI Help Desk Manager Sample Questions:

1. What is the best description of the support center's role in the problem management process?

A) The support center fixes all reported problems as rapidly as possible.
B) The support center advises customers of how to best avoid problems.
C) The support center keeps management informed of all reported problems.
D) The support center documents incidents and problems as they occur.

2. Which factor has the greatest effect on business continuity planning?

A) The return on investment (ROI)
B) The price of implementing the plan
C) The location of the support center
D) The cost of downtime to the business

3. An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?

A) the ability to identify unpopular decisions as still necessary
B) the ability to encourage team participation
C) the ability to discourage one-person domination
D) the ability to execute a plan despite adverse conditions

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

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

5. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) manager surveys
B) customer complaints
C) manager complaints
D) analyst reviews
E) customer surveys
F) analyst complaints

Solutions: