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HDI Help Desk Manager Sample Questions:

1. What is the best description of benchmarking in a support center?

A) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
B) Benchmarking is allowing your support staff to determine the method it will use to provide service.
C) Benchmarking is a comparative study of the support center's performance against comparable organizations.
D) Benchmarking is a marketing tool that increases the support center's visibility to its customers.

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

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

3. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) employee
B) employee's colleagues
C) manager
D) Human Resources Director.

4. How can you provide direction in times of confusion or ambiguity?

A) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
B) Authorize the team leader to conduct team building activities to strengthen team ties.
C) Centralize communication to ensure that all team members get accurate information
D) create a sense of trust in subordinates by not personally making decisions.

5. What is a best practice for staying current on trends and technologies in the support industry?

A) Subscribe to leading support industry publications.
B) Find articles that describe the support industry.
C) Seek the advice of people who are knowledgeable about the industry.
D) Schedule a meeting with your chief information officer to ask question:s.

Solutions: