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HDI Help Desk Manager Sample Questions:

1. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if the support center is not busy.
B) Providedeskside support if you need to calm the customer down.
C) Providedeskside support if the customer doesn't understand the service level agreement.
D) Providedeskside support if you must replace the customer's hardware.

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

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

3. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) HISTORICAL REQUIREMENTS
B) SCHEDULING REQUIREMENTS
C) APPLICATION REQUIREMENTS
D) STAFFING REQUIREMENTS

4. What must be included in an IT change management process?

A) The service level agreement must be modified to include the change.
B) The possible risks of the proposed change must be assessed.
C) The support center must commit to the change even if it fails.
D) Any cross-cultural communication issues must be addressed.

5. Which function is most likely to be performed by a self-healing tool?

A) Self-healing tools update registry settings.
B) Self-healing tools shut down computer systems.
C) Self-healing tools delete illegal software.
D) Self-healing tools run auto backups.

Solutions: