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HDI Help Desk Manager Sample Questions:

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

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

2. What is the most commonly used technology in the support center?

A) Telephony
B) Remote control
C) Self-help
D) E-mail

3. What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A) review historical successes and failure of the organization
B) participate in enterprise-wide initiatives and cross-functional teams
C) require regular meetings with your employees
D) create clear roles and responsibilities for all team members

4. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Deliver presentations to senior management.
B) Encourage your staff to participate in interdepartmental projects.
C) Attend executive seminars.
D) Network with people in other organizations.

5. What is the most important part of creating and delivering presentations?

A) Direct the presentation to the most important attendees.
B) Include microscopic details in your presentation materials.
C) Focus on the content and the message of the presentation.
D) Use cutting edge and visually impressive presentation media.

Solutions: