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HDI Help Desk Manager Sample Questions:

1. What should the Help Desk manager do to be a good listener? (Choose three)

A) make an effort to hear precisely what is being said.
B) insert personal experiences into the conversation
C) be sensitive to the feelings of the speaker
D) note the speaker's non-verbal cues
E) carefully craft your responses to question:s
F) re-interpret the message based on external input

2. What is the primary difference between incident management and problem management?

A) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
B) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
C) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
D) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

3. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst training
B) analyst focus groups
C) analyst reviews
D) analyst interviews

4. How can you motivate others to seek guidance?

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

5. What are two advantages of Computer Telephony integration applications? (Choose two)

A) The manual logging of call-related information can be used for invoicing purposes.
B) It allows effective communication over the internet.
C) It reduces costs by increasing productivity.
D) It enables intelligent routing of calls.

Solutions: