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HDI Help Desk Manager Sample Questions:

1. Which two actions ensure consistent customer service? (Choose two)

A) ascertain that priority and severity levels are congruent
B) acknowledge the benefit of the customer's idea
C) provide everyone on the Help Desk with similar training
D) ensure that customers are aware of Help Desk contributions

2. What is a best practice for providing direction and focus under chaotic circumstances?

A) Advise staff that big changes are imminent.
B) Offer unpaid leave to your staff.
C) Empathize with your team members.
D) Assure staff that everything is fine.

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

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

4. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) take the time to recruit and hire new employees
B) seek feedback from the analysts on job difficulties
C) produce individual and team performance reports
D) demonstrate your commitment to the organization

5. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) use of visual status boards
B) specific statement of performance expectations
C) access to computer telephony technologies
D) empowerment from management

Solutions: