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HDI Help Desk Manager Sample Questions:

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

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

2. How can you pursue continuous learning to stay current with industry standards? (Choose two)

A) communicate a need for change by providing a compelling business rationale
B) conduct monthly performance reviews
C) create an individual development plan
D) volunteer for projects that require you toleam new information

3. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is threatening to take the issue higher.
C) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
D) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.

4. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________

A) be willing to participate
B) be positive
C) be able to multitask
D) use personal abilities and resources

5. What are three common problems when supporting global customers? (Choose three)

A) Problems are not communicated clearly.
B) Global network downtime occurs frequently.
C) Service expectations vary from country to country.
D) Different technologies are found in different countries.

Solutions: