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HDI Help Desk Manager Sample Questions:

1. Which technology reduces Help Desk call volumes?

A) e-mail
B) voice mail
C) telephone
D) self-service

2. After assessing the need for organizational development, which statement best explains what a manager must do?

A) delegate and assign new tasks
B) plan and implement the change
C) trend and report the change
D) implement and review the new change

3. What process includes performing root cause analysis?

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

4. What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A) participate in enterprise-wide initiatives and cross-functional teams
B) review historical successes and failure of the organization
C) require regular meetings with your employees
D) create clear roles and responsibilities for all team members

5. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
B) Implementing a knowledge management system supports computer-telephony integration.
C) Implementing a knowledge management system increases the customer's dependence upon support services.
D) Implementing a knowledge management system helps build rapport among teams in the support center.

Solutions: