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HDI Help Desk Manager Sample Questions:

1. What are two ways to understand and value cultural difference ? (Choose two)

A) take a course in cross-cultural studies
B) study the business practices of successful multinational business
C) take a course in business administration
D) study the business practices in relation to the mission statement

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

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

3. How can you provide direction in times of confusion or ambiguity?

A) Centralize communication to ensure that all team members get accurate information
B) create a sense of trust in subordinates by not personally making decisions.
C) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
D) Authorize the team leader to conduct team building activities to strengthen team ties.

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

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

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

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

Solutions: