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HDI Help Desk Manager Sample Questions:

1. How can you motivate others to seek guidance?

A) provide incentives that are challenging yet attainable
B) emphasize changing behaviors rather than people
C) Evaluate performance of team members and provide support to facilitate optimum performance
D) use personal visits as an opportunity for employee feedback, support, and mentoring

2. What process includes performing root cause analysis?

A) Incident management
B) Time management
C) Knowledge management
D) Problem management

3. What statement best describes leadership in a support center?

A) A support center leader decides what needs to be accomplished.
B) A support center leader is an ongoing champion of service excellence.
C) A support center leader sides with staff against customers.
D) A support center leader focuses on process rather than efficiency.

4. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) STAFFING REQUIREMENTS
B) HISTORICAL REQUIREMENTS
C) APPLICATION REQUIREMENTS
D) SCHEDULING REQUIREMENTS

5. What is the primary benefit of having security policies in a support center?

A) Security policies protect the company in the event of data loss.
B) Security policies limit Internet access for all of the company's employees.
C) Security policies allow the support center to stay open later.
D) Security policies ensure that customers cannot carry out illegal transactions.

Solutions: