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HDI Help Desk Manager Sample Questions:

1. Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?

A) takes the initiative and is creative
B) changes perspectives often and is self sufficient
C) takes chances and switches topics
D) handles stress andprioritize

2. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A) A positive interaction can initiate a customer's split-second decision to continue doing business with you.
B) Mediocre service is generally acceptable if the customer likes you personally.
C) A bad interaction can initiate a customer's split-second decision to continue doing business with you.
D) Mediocre service can cause a customer's gradually to want to do business somewhere else.

3. Which commonly used technology supports workflow management within a Call Management System?

A) voice mail
B) automated alerts
C) broadcast messaging devices
D) fax

4. What destroys the reputation of the Help Desk and ruins the integrity of the company?

A) poor confidentiality
B) poor business plans
C) poor problem resolution
D) poor flexibility

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

Solutions: