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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) self-service
D) telephone

2. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A) put procedures in place for screening potential ideas.
B) put processes in place for encouraging creativity
C) promote information sharing and learning
D) Require a formal plan before consideration of new ideas.
E) Prevent open discussions of new technologies at work.

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

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

4. Which three statements about contract staffing are true? (Choose three)

A) It enhances teamwork
B) It provides the ability to manage periodic peaks in workloads
C) It allows the company to "try before they buy"
D) It can reduce the time it takes for agents to be effective on the phone.

5. What is the best description of organizational change management?

A) Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
B) Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organizational change management is a standard that guides development activities.
D) Organizational change management is a process designed to influence variables associated with change to achieve desired results.

Solutions: